Eventus Contact Center Consulting Blog

Eventus Sponsoring PegaWorld 2017

Eventus Solutions Group, a Pegasystems partner, is offering free 30-minute 1:1 Contact Center Executive Strategy Reviews at the PegaWorld conference in Las Vegas June 4 - 7. During your session, Eventus contact center experts will review your current strategies, technology architecture, and business objectives. You will receive actionable recommendations for getting more value from your investment in the Pega platform.

Recently, we published a whitepaper called The Future of Knowledge Management that has proven to be very popular with our readers, setting an Eventus record for new whitepaper downloads. One of the topics the contact center consulting experts at Eventus covered in this paper is the evolution of self-service and how to meet the self-service knowledge challenge for increasingly demanding customers.

As customer engagement and contact center consulting experts, one of Eventus Solutions Group’s areas of focus has been Shared Services initiatives. A new generation of cloud-based contact center technologies such as customer relationship management (CRM) and enterprise communications are creating renewed interest in Shared Services based on these technology platforms. In the past year, Eventus has worked with multiple Fortune 500 class organizations on global shared service deployments of cloud-based CRM platforms. Based on our experiences from these projects, we have written a new whitepaper describing five key considerations organizations should evaluate before deploying a cloud CRM-based shared service initiative.  Click here to download a free copy of this new whitepaper, CRM Shared Services: Five Key Considerations.

Last year, the contact center consulting experts at Eventus Solutions Group published a series of three whitepapers on Home Agents.  The first provided an overview of Home Agents while the second and third drilled into the operations and  technology aspects of deploying home agents. One of the topics we cover in the first paper is home agent contact center implementation considerations.

Despite the allure of the home agent model, employers shouldn’t underestimate the commitment required to be successful. The operation is dramatically different from brick and mortar. Consider the employee applicant pool as an example. When hiring for a brick and mortar operation, the employer is generally confined to the radius people are reasonably willing to commute to work. This fact limits the applicant pool a business can expect to attract.