Podcast: Unravelling the mysteries of call quality in the era of remote working

As much of the world moved into quarantine, many organizations crashed into remote working, without long term planning and thought on how it would all work out. With the initial scramble phase of the crises over, it’s time to work at things that might have been overlooked, such as call quality and experience in the contact center. In this podcast Ian McCarthy, Director for Virsae UK and EMEA makes the case for a subscription, as a service, approach to the issue and then discusses the challenges contact centers face. Customer experience and user experience (managers don’t want to lose their best people due to frustration), and compliance and capacity planning are among the challenges. In this podcast we learn about the tectonic shifts that have occurred, such as local government organizations tripling call volumes from 15,000 to 45,000 calls per day. Visit www.virsae.com to learn more about the Remote Worker Assessment service.