Workforce
The Importance Of Backup & Disaster Recovery For Remote Workers
This is why it is important to update or create a backup and disaster recovery plan for your organization.

Businesses of all sizes have embraced remote work, and it is here to stay. For some organizations, this means full-time small teams, while others are adopting a more hybrid approach. Regardless of the form, remote work has increased productivity.
However, with the increase in productivity comes the challenge of security for remote work. The increasing disparate endpoints combined without the help of physical control can potentially leave vulnerabilities or malicious cyberattacks.
This is why it is important to update or create a backup and disaster recovery plan for your organization. Remember that 40% to 60% of small businesses will go out of business after experiencing a major data loss. Here are a few tips for creating your BDR plan.
1. Creating Your BDR Plan
Review Current BDR Plan: Before designing your BDR plan, review your existing policy. Your return time goals and recovery point objectives should be up to date. If not, begin from scratch by examining current staff distribution, general failure points, and important backup controls.
Prepare For Emergencies: In certain situations, employees may have emergencies that are beyond control. For example, an assistant may be forced to evacuate their home and remote workspace due to public emergencies like a natural disaster. Consider using Bug-out bags are a great option for these situations. Bug out Bags should include work devices, extra power supplies, cables, and other accessories that will help your employee feel less stressed about the emergency.
Backup Your Data: Data backups are critical to ensure better no data is lost during a disaster such as a data breach. It is ideal to have multiple locations automatically save your information. This might include keeping your work on the cloud or through company servers. While not all data requires this type of backup, it’s worth deploying to reduce the risk of data loss from essential projects.
Check out the resource below for more ideas on reducing the remote work risk and creating a BDR plan.
Infographic created by MXOtech
Workforce
The Impact Of Predictive Dialing Systems On Call Center Agents
A predictive dialing system aims to make call center agents more productive. Outbound dialing processes were altered by using predictive dialing systems in call centers.

For call center agents, predictive dialers have many advantages. A call center can achieve great success by utilizing a predictive dialer. A predictive dialing system aims to make call center agents more productive.
By giving agents more time to talk, automated dialing can help the workforce. The call connect rates are getting better, which makes people more productive. As a result, agents can use these call tools to ensure customers are happy whenever they talk to them.
A. Call Center Agents Benefit From Predictive Dialing Systems
Outbound dialing processes were altered by using predictive dialing systems in call centers. The call-making process is now improved as systems use algorithms and automated processes. This means that agents spend more time with customers and less time just sitting around. Predictive dialing software has several advantages for call center agents.
1. Boost Agent Efficiency
With predictive dialers software, dialing processes are done automatically. And this can make agents more productive at work. The system uses algorithms to determine the best time to make a call. It takes many things into account. It considers the last call’s length and how many agents are available. There is also the chance that the call will be answered.
Predictive dialers reduce the time people have to wait and make agents more productive. This means that agents can help more customers.
2. Reduce Idle Time
Agents spend less time waiting for calls thanks to predictive dialing systems. It does this by dialing many numbers at the same time without any help from a person. More agents can take calls with a cloud predictive dialer because there is less time between calls. Call centers do well when they get more calls.
3. Cut Down The Need For Manual Dialing
No longer do agents have to call numbers. No more waiting around for calls to connect. In place of this, the predictive dialing system does this. The system can call several numbers at the same time. After the customer is connected, a ready agent helps them. This makes their job easier and more efficient. By not doing the same thing over and over, they save time.
As a result, predictive dialers give them more time to talk to customers and solve problems.
4. Smart Call Distribution
Calls are routed and distributed using predictive dialing systems. And this process is made possible by rules that have already been set. And it considers things like agent skills and how customers are grouped. This way, agents only get calls from dials that are picked up. Better customer experiences may result from this.
5. Higher Call Connect Rates
Predictive dialing systems make sure that the phone calls all of the numbers that have been set up. The system considers both historical and contemporary data. It can figure out when customers are likely to answer calls. It also thinks about when agents are free. Fewer calls don’t get through when call centers have higher call-connect rates.
6. Ensure Industry Compliance
For outbound calls, agents at a call center must follow the rules. One of these rules is that customers can be on a “Do Not Call” list. Once a person opts in, the system manages and updates the lists. Then, it gets rid of numbers that are on the Do-Not-Call registry. So, it only talks to interested customers.
7. Real-Time Performance Monitoring
Most call centers use predictive dialer cloud as a call tool for monitoring. It makes sure that the quality of the call is at its best. Supervisors and managers can keep track of agents’ calls and give them helpful feedback. So, they can make sure that agents stick to scripts and rules. This will make sure that the service quality stays the same. In a way, agents will also discover what needs to be changed.
8. Scalability And Adaptability
Predictive dialing systems help agents get better at their jobs. It lets them change and update their processes to meet the company’s changing needs. Call centers can adjust their dialing parameters to meet their needs and the needs of their campaigns. They can change how it works based on how agents are assigned and how many calls are coming in. Also, think about the business priorities and seasonal needs.
9. Easy Integration With Other Systems
A predictive dialing system can connect to what is already in place. This includes management systems like Customer Relationship Management (CRM) and others. With this integration, it will be easier for agents to get information about customers. This helps them give each customer a unique and worthwhile experience.
B. Frequently Asked Questions
1. Will Predictive Dialers Affect The Quality Of Customer Interactions?
Predictive dialers can make the conversations between call center workers and customers better. This tool can start calls and send them to the best agents. This is based on their skills and how they put customers into groups. Agents handle customer inquiries and give them individualized assistance in this way.
Also, predictive dialers can connect to tools like Customer Relationship Management (CRM). This lets workers see information about customers in real-time, so they can provide better service. Agents have less downtime and better timing of calls. So, agents can focus on making customers feel like they can trust them. This makes customers happy and gives them a good time.
2. How Do Predictive Dialers Impact Agent Stress Levels?
Agents perform their jobs more effectively, thanks to predictive dialers. And when they are happy with how they did, they feel less stressed. Agents waste less time and accomplish more tasks by automating dialing processes. Because this workflow has been streamlined, agents can focus on significant customer interactions. Less manual work makes their jobs easier and lessens the amount of work they have to do.
Agents are less likely to feel excessive stress as a result. They stick to a good and balanced workflow. With real-time monitoring, agents can get help and feedback from their managers immediately. This makes the call center agents feel like they have a lot of support.
3. Do Predictive Dialers Offer Flexibility For Agents?
Yes, the best predictive dialers do give agents a lot more freedom. With these systems, the right calls can be sent to suitable agents. It’s vital that the agent speaks the correct language, has the right skills, knows about a specific product or service, and is available. This determines how calls are made. This makes sure that agents only answer calls that match their skills.
This makes them work more efficiently. According to agent availability and skills, predictive dialer call routing changes. So, it helps get the most out of the resources. This call tool makes it easier for agents to change how the call center is set up.
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