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The VoIP Report Weekly Roundup – July 14, 2017
July 14th, 2017

The VoIP Report Weekly Roundup – July 14, 2017

Missed something on The VoIP Report? If so, check out the weekly roundup July 14 and see what happened in the world of VoIP this week.

Summary

This week on The VoIP Report we discuss how businesses can work to make their offices fully remote. We also shed light on the changing face of the contact center agent and the new skills each need. Finally, explore the world of UC and why businesses need to modernize the unified communications if they want to modernize IT.

If you missed any of our articles or any of this week’s industry news check it out below.

Featured Article

Office Evolution: Making Your Workplace Fully Remote

The technology is in place to create a virtual workplace. But, are businesses and employees ready to take advantage of the opportunity?

Internet telephony solutions like Voice over IP, support communications and collaboration from any location. Cloud deployments give remote and mobile employees access to the same applications and services they use in the office. And, IT has extended its security measures to protect corporate data and resources on employees’ mobile devices.

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Other Articles

Why You Need to Modernize UC to Modernize IT

Digital transformation is a hot topic and it’s no real surprise. It promises greater agility, increased efficiencies, lower costs and improved customer service. For IT teams, the challenge is to modernize legacy systems and identify services and applications for digitization. They also need to use the flexibility of the cloud to accelerate change and reduce workload.

Unified Communication (UC) will play a key role in digital transformation. It supports effective communication with customers, suppliers, and partners. UC makes it easy for teams to collaborate inside and outside the organization. And, it has the ability to streamline business processes by integrating communications with business applications.

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You’re Hired! Skills Every Contact Center Agent Needs

Press 1 for account information; 2 for billing; 3 to check the status of an order. For all other matters, press 5.”

This type of interactive voice response (IVR) is the new norm.  And if you’re a contact center agent, you know number 5 is you. What it means for you is callers will listen for all the easy answers but ask you the hard questions. Most likely these will require you to investigate the situation and follow upon requests.

What it also means is the contact center agent job description has a revised set of required skill sets. Whether you’re a new hire or a veteran, you will probably have to go through training to enhance and extend your people skills.  If you’re wondering what these are, read on.

As you’ll notice, there’s a fine line between skills and qualities. Some come naturally to a certain type of person. Others require instruction. All require practice and/or reinforcement.

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In the News

How AI Will Impact Information Security Into the Future
How Skype for Business Turns IT Leaders Into Mr. Hyde
The Power of 5G: How it’s Affecting Enterprises
Unifying Healthcare Staff with Cloud Phone Systems
After the Outage: What Downtime Teaches Us About IT Resilience
Creating a Digital Transformation in a Multi-Generational Workplace
Is Your Office Technology on the Endangered List
Unified Communications Role on Healthcare IoT

See an article you like? Make sure to share it with your colleagues or on social media and don’t forget to tag us @TheVoIPReport.


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