Ross Hartford, Author at PTP

Ross Hartford

Ross is a Senior Solutions Architect with nineteen years of Genesys CTI and twenty-nine years of overall CTI application experience. He has designed and implemented contact centers across multiple industries, including cruise lines, information technology, airlines, distribution, trucking, banking, mobile phone manufacturer, and multiple branches of government. This includes the IVR, voice, and digital channels of the Genesys platform. Ross has multiple product certifications. His experience extends to the complete Genesys product suite and its integration into enterprise environments. Ross has a strong support background and the ability to document, troubleshoot, and resolve application issues.

Contact Center Home Agent Deployment Tips and Techniques

CX Strategy / By Ross Hartford

Agents typically work in shifts in a contact center and are physically present in the building to accept interactions. With the restrictions currently placed on gatherings and to promote employee health, many contact centers are moving to allowing / requiring agents to work from home. Deployment of work from home during the crisis will have […]

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