With the contact center industry advancing so rapidly, it’s sometimes difficult to predict
Andrew McNeile, Chief Customer Officer (ThinScale)
No one in the BPO sector needs reminding of how challenging the initial weeks of the pandemic were back in March and April of last year.
Throughout 2020, many BPOs and contact centres felt the impact of a worldwide computer supply shortage. The world’s leading hardware manufacturers and suppliers shut down production during the initial stages of the pandemic, crippling an industry that was already under pressure due to a shortage of Intel chips. The global, emergency shift to a work-at-home model and the surge in hardware sales for domestic use for online schooling put supply chains under immense pressure.
Technology has been the driving force behind innovation across the working world. While recent workplace culture changes have indeed been due to circumstance rather than technology, it is, in fact, technology that has allowed many organizations not only to survive but also to thrive. Certainly, ThinScale has seen technology massively impact across industries, with our Secure Remote Worker solution allowing work at home to be scaled up massively at a rapid rate for contact centers such as Sutherland.
Work at home (WaH) deployments can incur a number of costs that may not be immediately obvious. For the employer, the WaH director, the CTO/CIO, really anyone in charge of a WaH program, reducing costs while maintaining an effective WaH solution is the goal. 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 are the ways Secure Remote Worker can reduce these costs?
Industry experts rate work at home provision as a vital tool in the belt of any contact center. As of now, the ability of organizations to work remotely will be at the forefront of the customer’s decision-making process when considering contact centers. Â Industry expert Mark Hillary sees the significant benefits BYOD can provide to work at home strategy, as well as insight into the blended model of on-prem/work at home that is becoming more popular. Building off of this topic, in this blog, I wanted to touch on how BYOD can enhance contact center’s offerings to their customers in 2021 and onwards, specifically in terms of:
With the sudden and dramatic shift to the work-from-home model (WFH) in early 2020, IT security teams have raised a host of important questions. How secure is corporate data saved locally on unvetted, uncontrolled machines? Are corporate machines inherently secure in WFH deployments? Is there an increased likelihood of data leakage and other cyber-breaches in the WFH environment? For TrendzOwl, the recent history of cybersecurity tells a complex story, raises a host of additional questions, but ultimately also reveals new possibilities for the WFH model going forward.
For many, the new normal of barking dogs and working in pyjamas has been firmly cemented. Many companies have embraced work at home (or a hybrid model of work) and are noticing higher levels of productivity, employee satisfaction, and of course, a substantial reduction in operational costs.
Work at home (WaH) is certainly here to stay. But with this brings its own level of complication, particularly around recruitment and onboarding. Traditionally aspects of HR, recruitment and onboarding now require many hands to carry out this vital aspect of the employee life cycle. With the variation in home environments, testing of things like bandwidth speed, hardware specification, and operating system compatibility are all vital, as such the importance IT has in onboarding, especially now, cannot be understated.
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.
