ZOOM Blog

You work remotely now, and that was easy. Right?

“In the first 11 business days of March, we’ve had 5.5 billion meeting minutes”, Cisco CEO Chuck Robbins 

That’s about 10 years. (Insert shock emoji.)

The fact of the matter is that the remote workforce around the globe grew dramatically overnight due to the wake of the COVID-19 pandemic.  Governments have instituted quarantines and mandated the closing of schools, churches, businesses, events, and gatherings. These disruptions to everyday life have forced employers from all sectors to respond by instituting remote working policies for the foreseeable future.  Literally millions of employees are now relying on various technologies to conduct their jobs from home. The sudden shift has put a tremendous strain on bandwidth and application resiliency. The impact is felt both on the internet and enterprise networks. You’re not alone if you have experienced interruptions of service or less than stellar performance of the business applications required to do your job.

The good news is that there are best practice architectures that can be instituted for at home workers and agents to minimize the impact to quality and service. Here are some tactics we recommend:

  • Ensure that your contact center delivers elevated customer experiences
  • Voice and screen recording should be the focal point 
  • Live monitoring and quality management

Wait, before you go…Remote worker support starts with a discussion on bandwidth. Be sure to align with a knowledgeable and experienced voice engineer(s) and assist customers in minimizing required bandwidth amounts. This will mitigate the risk of a poor service experience due to voice quality issues.

Learn more about ZOOM recording with Cisco UCMs here:  https://www.zoomint.com/solutions/call-recording

Quote reference: https://www.cnbc.com/2020/03/17/cisco-ceo-says-5point5-billion-minutes-of-webex-meetings-due-to-coronavirus.html

 

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At ZOOM, we give contact centers of all sizes the tools to improve the customer and agent experience while addressing back office compliance and risk. That's why we've made it our mission to lead by example, and continually aim to improve our tools and set new challenges for ourselves.

Since 1999, ZOOM has held a world class track-record of customer satisfaction, scoring 82%+ with Net Promoters. Our customers range from sub–100 agent contact centers to some the world’s largest companies—Finansbank, Cigna, Rostelecom, IBM, and Saudi Aramco.

ZOOM has solved some of the hardest call recording problems in the world, and the new ZOOM Omnichannel Search Engine is the first of its kind.

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