As the nation reacts to contain the virus, organisations need to be ready to adapt and do what is right for their staff, colleagues and customers, which includes ensuring employees are able to work from home where possible.
However, as organisations swiftly move to enable their staff to operate remotely, they are inevitably faced with a number of challenges:
In order to combat these challenges and remain operational, contact centres might want to consider the following options:
1.Transitioning to a home-based working environment within 48 hours
It might sound too good to be true, but with a no charge software option for 45 days (and a nominal set up fee) with the option to extend, CXone@home can transition your contact centre agents to a home-based working environment quickly and efficiently.
Activated in 48 hours and with unlimited scale, this option is an extremely good one for contact centres who are requiring business continuity.
2. Route communications to agents regardless of location
Cloud communications management is another option to support remote working in the eventuality of self-isolation. This technology avoids any disruption to customers by simply intercepting a call in the cloud and routing it to an agent mobile or landline (whilst ensuring the call is being recorded).
As well as this, contact centre managers can maintain visibility of all communication activity in and out of their organisation and manage these in real-time across all employees, teams, departments and locations.
3.Ensure your agents mobiles are being recorded
Mobile Call Recording provides an opportunity for organisations to ensure their staff are operational whilst working from home and most importantly meeting business and compliance processes.
These solutions can be rapidly deployed in days and require no IT requirements for set up.
4.Deliver customer service across all channels
One of the biggest challenges with on premise contact centre solutions which many organisations will be trying to combat , is that unless planned for, agents need to be on site in order to continue working. However, with cloud-based contact centre technology, these barriers are removed, providing your agents with the flexibility to work remotely whilst still delivering customer service across all touchpoints.
5.Plan & Schedule your workforce
Workforce management is a pivotal tool in helping contact centres effectively plan and schedule the right number of agents at the right time with the right skillset. Particularly in this current climate. ‘What -If’ scenario planning (a feature within WFM systems) for example, can help you model the impact of COVID-19 on your contact volumes enabling you to schedule the correct number of agents needed. Schedule re-optimisation within workforce management can also enable you to react quickly and efficiently, for example, if a significant number of workers contract the virus at the same time.
6.Remain operational in the back office
It’s not just your front office that will need to be managed remotely during this time. Your back office will also need to remain operational in order to ensure that customer demands are being met. Already a challenge in co-located offices, understanding who is working on what and assessing the quality of work being produced can be a minefield, especially when throwing a remote workforce into the mix.
Deploying a back office workforce optimisation tool can provide you with detailed information for every activity, every resource and every customer request so that nothing falls through the cracks. With a back office workforce optimisation tool you are also able to automatically match work with the most appropriate resource in line with business priorities.
Publish Date: March 25, 2020
CrankWheel Screen Sharing
CrankWheel is an easy and simple screen sharing solution, made for the needs of salespeople and customer service agents.
CrankWheel complements voice calls by adding visuals to ongoing calls. There is no need to get the customer off the phone, onto another platform.
Agents share their screens by directing clients to a link that can be sent via SMS, email or simply spelled out.
The client can enter on any device, mobile, desktop or tablet and enters the session instantly. There is no registration or download required by the client.
- Screen sharing
- Agents can hand control over to the client
- Warm lead capture widget that alerts the sales team instantly of an intere...
We help you automate your QA program using artificial intelligence. Why just listen to 6 calls when you can listen to 100% of your calls that too without adding any additional resources.
We empower QAs to get to the right calls, find coaching and training opportunities and improve overall Customer experience.
|Call Recording Management – How the Head of IT can manage large Call Recording Platforms||October 9, 2020|
|Business Systems (UK) Ltd Awarded Supplier Place on SPARK DPS||August 13, 2020|
|Top 4 Benefits Of A Cloud Contact Centre||August 10, 2020|
|How To Manage A Gradual Return To The Office With Workforce Planning||July 20, 2020|
|Navigating & Adapting Your Contact Centre For the Future||June 10, 2020|
|Top Tips for Combating Challenges In The Contact Centre During COVID-19||April 28, 2020|
|Top 10 Tips For The Modern Contact Centre||April 8, 2020|
|Mobile Call Recording – How To Keep Traders Trading||March 30, 2020|
|Real-Time Adherence – A Key Ingredient To Help You Manage Your Workforce Remotely||March 25, 2020|
|How To Manage Remote Contact Centre Agents During the COVID-19 Outbreak||March 25, 2020|