Customer relationship and business process outsourcing firm Atento has announced it is launching a Virtual Hub for remote working customer experience workers.
The command centre is aimed at optimising operations for employees working at home, with the hub initially allowing for the management of 80,000 agents. Based on the cloud, the solution can be adapted to the operational needs of a client and directly connect to office locations worldwide to serve as a centralised operations management solution.
"Atento Virtual Hub is another step we are taking into transforming CX. Our clients will now have a single centralised point where they will be able to manage all remote operations of the team as a whole, from agent recruiting and training to campaign development, everything under strict security protocols managed in an agile way with a global approach", said Carlos López-Abadía, Atento's CEO.
The product follows up on new industry demands following changes caused by the ongoing COVID-19 pandemic, serving as an add-on for the Atento@Home solution. That remote working initiative allowed Atento to switch more than half of its workforce to telecommuting during the initial stages of the pandemic.