Contact centers: Managing WFH voice, video and WiFi
by Paul Davenport Paul Davenport on

We’ve all likely had consumer-side experiences with poor contact center performance, especially as the pandemic pushed many of us to rely more than ever on new purchasing channels.

But according to market intelligence from GEP, contact centers witnessed an increase of 300% more calls than usual during the early stages of the pandemic.

We’ve invited Technical Account Manager (and at this rate, contact center guru) Joseph Ochs onto the podcast to talk about some of the challenges contact centers and agents faced over the course of the pandemic, how Joe and the team helped customers navigate some of the hairier scenarios, and what lessons IT leaders can take with them as they future proof their call centers for whatever the future of work looks like.


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Filed Under: Industry Insights, Podcast

Tags: Stories From The Wire , remote workforce , remote work , WIFI , WAN , network monitoring , network performance monitoring , network management , collaboration , UC , ucaas , voip , video , voice , wfa , work from anywhere , work from home , wfh , enterprise IT , call center , contact center , podcast