Peter Corish 
BPOs this quarter will primarily focus on improving and increasing their delivery of services to customers, the holiday season being a massive driver in business activity across many industries, especially in consumer-facing/customer service roles. So what do BPOs need to do to increase their output and provide better value to customers? Looking at their focus for this quarter, we see two main objectives:
Brendan Kiely, CEO, ThinScale Technology:
I had the pleasure to be interviewed on the CX Files podcast back in April. It was the height of the initial lockdown period and everyone was focused on Work at Home (WaH) security. The host, Mark Hillary, was asking me about how the contact centres that had all sent their teams home could keep on serving customers in a secure way from home.
At the beginning of 2020, companies faced a drastic and sudden shift in their business continuity planning, where work at home quickly became the only viable solution. This resulted in companies, en-masse, moving devices from location to their employees’ homes to continue operation.
This “Lift and shift” method companies were using prioritized speed and accessibility above all else. The most important thing was getting people working, accessing business-essential applications from home. This mostly took the form of a standard windows machine and a VPN to provide a secure connection. However, this method left much to be desired. In this post, we’ll be going through some of the challenges companies faced when employing this strategy of work at home enablement, what we can learn from these challenges, and how ThinKiosk provides an endpoint solution that improves companies’ business resilience.
ThinScale Technology scoops Global Enabling Technology Leadership Award for solutions that enable secure remote working processes
Work at home (WaH) deployments can incur a number of costs that may not be immediately obvious. In this post we are going to be answering two main questions: What are the costs involved for employers when providing WaH enabled devices to employees? And what can Secure Remote Worker do to reduce them?
Version 6.2 for Secure Remote Worker and ThinKiosk has just been released, and with this new version comes a host of enhancements to the existing framework which can be seen here. However, in this blog I wanted to run through the major additions that have been made to Secure Remote Worker and ThinKiosk.
ThinScale had the pleasure of sponsoring 2020’s Remote Working Summit by Customer Contact Strategies last week. Customer Contact Strategies is the brainchild of Michele Rowan and it brings together people in the industry to discuss ideas, experiences, and technologies around Work at Home (WaH). Due to Covid-19, the event was adapted for online and was done completely virtually, through Zoom.Â
With recent events, we have seen a lot of companies implement WaH as a business continuity strategy. At the Remote Working Summit 2020, we presented on aspects of the shift to WaH that were done well, some not so well, and some that were done poorly.
The working landscape has indisputably changed worldwide: where we work and how we work has changed dramatically and in the case of the BPO and CX industry, WaH has been deployed on a massive scale around the world. We talked about the speed and scale of the movement from brick and mortar to WaH in a recent webinar with @peteryan and@rodjones. Based on our experience working with some of the leading BPO and contact centers in the world, I want to share five tips for rolling out work at home (WaH) quickly, easily and most importantly, securely.Â
Work at home has become a new normal across the world, with companies embracing what was initially seen as a niche form of work as standard during this pandemic. On May 25th, Peter Ryan of Ryan Strategic Advisory, Brendan Kiely of ThinScale Technology and Rod Jones of Rod Jones Contact Centre Consulting came together to speak about key insights found working within and alongside the BPO and CX industries in South Africa and Worldwide.
ThinScale is the all-in-one solution for endpoint security and management at scale. Our products simplify IT challenges and protect remote, on-site, and hybrid workforces.
