Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

ContactCenterWorld.com

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used

Twitter

Facebook

LinkedIn

Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used

LinkedIn

This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties

OK
Become a Basic Member for free. Click Here

How To Manage Remote Contact Centre Agents During the COVID-19 Outbreak - Business Systems UK Ltd - ContactCenterWorld.com Blog

How To Manage Remote Contact Centre Agents During the COVID-19 Outbreak


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:

 

....NOTE - content continues below this message

INVITATION

We invite you and your colleagues to join us online as we take the highest rated industry conference online - join us and the elite in the industry at the NEXT GENERATION Contact Center & Customer Engagement Best Practices Conferences!

>>>>> FIND OUT MORE: HERE


....CONTENT CONTINUED BELOW

  • Providing customers with the right support:Ensuring customers can continue to reach the right agent on their contact channel of choice
  • Re-optimising workforce schedules: Adapting to changing workforce availability as these are likely to be affected due to illness, technology mishaps or unexpected circumstances
  • Communicating with staff: Requiring an effective way to notify staff of changes when re-optimising and/or making changes to schedules
  • Agent schedule adherence: Ensuring agents are performing even when working remotely
  • Quality monitoring: Continuing to deliver the expected quality of service

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.

  • Make sure you clearly document and communicate company policies and procedures
  • Provide them with a “Work from Home” booklet that they can reference as and when they need
  • Set regular quality monitoring sessions to ensure your agents are still getting the support and training they need to perform at the required standard
  • Be available to answer any questions as and when your agents require
  • Be sure to recognise remote agents for a job well done
  • Implement Gamification to engage your workers

Source: https://www.businesssystemsuk.co.uk/blog/2020/03/25/manage-remote-contact-centre-agents-covid-19-outbreak/

Publish Date: March 25, 2020 5:00 AM


2020 Buyers Guide Customer Relationship Management

 
1.) 
Cloudyflex

Zoho CRM Suite
Zoho CRM is a world leading cloud based customer relationship management suite covering all CRM functionalities a modern company needs :
- Multi Channel Lead Management
- Sales Force Automation
- Quotation & Order Management
- Full 'Lead to Order' process
- After Sales Services
- Social Media Management
- Mass E-mailing & Marketing Automation

& several other capabilities

2.) 
eGain Corporation

eGain Solve™
eGain Solve™ is the industry’s leading cloud solution for omnichannel customer service and engagement. As the industry’s only unified customer engagement and knowledge management software suite, eGain Solve helps businesses design and deliver smart, connected customer journeys across social, mobile, web, and contact centers. The suite consists of modular, best-of-breed applications built on a unique customer engagement hub platform, eGain CEH™ Platform, that combines 360-degree customer context, intelligent process guidance, and actionable knowledge to enhance every customer interaction. The web-services-based architecture of the platform enables rapid innovation and extension of customer engagement capabilities.

3.) 
MFE International

Creatio(formerly bpm'online) Process-driven unified CRM
Unified Marketing, Sales, Service CRM built on a business process management (BPM) platform. Award winning CRM .Recognised by Gartner, Forrester, OVUM, Nucleus research as leading marketing automation, sales automation, customer engagement, business process automation and dynamic case management software.
A new process-driven CRM and not the traditional CRM type.
PH: 96386615

4.) 
NetHunt CRM

NetHunt CRM
NetHunt CRM blends entirely with Gmail, placing the full-featured CRM right next to your emails. Everything you need is now available in Gmail inbox: customer profiles, deals and opportunities, data filters and views, team collaboration, email tracking, bulk email campaigns, and much more! Simple setup process, intuitive UI, and personal guidance of customer success allow quick integration.

Core Functionality:
- one-click lead capturing;
- pipeline and deals stage management;
- unmatched integration with G Suite apps;
- integration with Linkedin and other apps via Zapier;
- automated contact sync;
- bulk email campaigns, open and clicks tracking;
- dashboard, performance reporting, and tasks;
- full customisation.

5.) 
Noetica

Synthesys™
A complete contact centre technology offering including a flexible and highly configurable CRM solution which can be multi-tenanted, relational and visually configured. CRM entities are fully embedded in a sophisticated dynamic call scripting drag & drop solution which allows for complex process flows and integration to external systems for the delivery of an integrated intelligent agent desktop solution. The solution can be integrated to telephony for both inbound and outbound using the Noetica Voice Platform which is a fully featured contact centre telephony platform.
PH: +44 345 0181 070

6.) 
TrendzAct

Trendzact CRM
Trendzact’s CRM case management platform specializes in contact engagement centers with complex workflows or integrations. Our features, full customization, scalability, native on-demand AI and flat-fee pricing sets us apart from the competition.
PH: 3854343250
 



View more from Business Systems UK Ltd

Recent Blog Posts:
Business Systems (UK) Ltd Awarded Supplier Place on SPARK DPSAugust 13, 2020 5:00 AM
Top 4 Benefits Of A Cloud Contact CentreAugust 10, 2020 5:00 AM
How To Manage A Gradual Return To The Office With Workforce PlanningJuly 20, 2020 5:00 AM
Navigating & Adapting Your Contact Centre For the FutureJune 10, 2020 5:00 AM
Top Tips for Combating Challenges In The Contact Centre During COVID-19April 28, 2020 5:00 AM
Top 10 Tips For The Modern Contact CentreApril 8, 2020 5:00 AM
Mobile Call Recording – How To Keep Traders TradingMarch 30, 2020 5:00 AM
Real-Time Adherence – A Key Ingredient To Help You Manage Your Workforce RemotelyMarch 25, 2020 5:00 AM
How To Manage Remote Contact Centre Agents During the COVID-19 OutbreakMarch 25, 2020 5:00 AM
Top 3 Resource Planning Techniques Within The Contact CentreMarch 13, 2020 5:00 AM

Industry Champion Award Leaderboard

Submit Event

Upcoming Events

Join professionals in the CX and contact center world at our online Expo, part of the 15th annual NEXT GENERATION Contact Center & Customer Engagement Best Practices event.

Attending the EXPO is FREE to any member of our association and you can me... Read More...
 119 
Share

Latest Americas Newsletter
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
CMS =
session cookie set = True
session page-view-total =
session page-view-total =
applicaiton blnAwardsClosed =
session blnCompletedAwardInterestPopup =
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =