Peter Corish, Author at ThinScale

How Much is Agent Attrition Really Costing you?

08/09/202306/04/2022 by Peter Corish

The Great Resignation. You often hear that term used to explain the high rate at which employees quit their jobs in 2021. However, that term is not new to the contact center industry. It has experienced a “great resignation” in the form of agent attrition for years. Historically, contact centers have seen attrition and turnover … Read more

Optimising WaH/Hybrid with Secure BYOD

08/09/202310/03/2022 by Peter Corish

A full-time return to office-based work looks highly unlikely, at least for the foreseeable future.

Hybrid Work: Simple, Secure and Cost-Effective

08/09/202304/03/2022 by Peter Corish

Hybrid environments have been correctly identified as the way forward for the majority of organizations. However, some have identified complications around ease of implementation, with multiple solutions to manage and their associated costs (server allocation, hardware and software acquisition, etc.) The question is, how can you deliver hybrid/work from anywhere quickly, seamlessly, and with as … Read more

How Secure Are Your Outsourcers? Ensuring End to End Compliance

08/09/202303/03/2022 by Peter Corish

Outsourced customer experience (CX), business process outsourcing (BPO), and contact centre providers have long championed their ability to adhere to data protection and privacy regulations strictly. However, with seasonal contact centre scaling, a COVID-related surge in outsourced projects, and a seismic influx of customer data comes an increase in security and compliance risks on both … Read more

Got employees WFH? These are the risks to protect them and you from.

24/05/202425/02/2022 by Peter Corish

The fear of a security breach occurring on their watch is sure to keep IT admins up at night. Nowhere are the chances of that happening more pronounced than in a Work at Home (WaH) environment. Remote working is not going away, however. COVID-19 made it an operational imperative, and it provides many benefits to … Read more

Does your Contact Center have the right Endpoint Security solution?

08/09/202318/02/2022 by Peter Corish

At ThinScale technology, we work closely with customers in the contact center industry and have seen some confusion around the various endpoint security solutions available. What can they each do? And more importantly, from a security perspective, what do they not do? This article I’ll take you through each of the major endpoint security solutions … Read more

How are IT leaders securing remote & hybrid workforces?

08/09/202325/01/2022 by Peter Corish

ThinScale has been involved in multiple remote working deployments across a broad section of industries. We’ve worked closely with BPOs and contact centers as they’ve successfully transitioned 1000s of agents from traditional, on-site operations to a full or partial WaH (work at home) set up. We’ve seen, 2 years or so into the pandemic, that remote working is not a short-term operational change. It has now become a foundational pillar for many organisations, reducing costs, ensuring business continuity and reducing agent attrition. Security leaders are therefore being … Read more

Measuring the Benefits of Secure WaH & BYOD for BPOs

21/06/202330/11/2021 by Peter Corish

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.

How BYOD is helping BPOs & Contact Centers navigate the current hardware supply shortage

29/10/2021 by Peter Corish

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.

4 Technology trends that Contact Centers must look out for this year

21/06/202313/10/2021 by Peter Corish

prepare for the future of work - remote working and work from home are the new normal and secure BYOD is the most efficient method of achieving this securely

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.