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

[HIDE]

Here are some suggested Connections for you! - Log in to start networking.

EXECUTIVE MEMBER
Sefanaia Silimaibau
Supervisor Quality Assurance & Trainer
286
MEMBER
Heriadhi Waskitho
Quality Auditor
21
MEMBER
Joel Jesper Alino
Vice President for Business Development
69
MEMBER
Joseph Cheng
President
43
EXECUTIVE MEMBER
Mezy Fadhila
HSSE Supervisor
80

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

 

  • 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


2024 Buyers Guide Speech Technology

 
1.) 
Premium Listing
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.


2.) 
Daisee

Daisee
Daisee builds technology that empowers people to solve problems by making interactions simple and smart so they can have a more significant impact, be more productive and be better at what they do. We believe incremental improvements carry huge potency and provide exponentially greater change for the better.

Genesys customers can now automate risk and quality management using Daisee’s speech and sentiment analytics and remediation workflow software. Daisee helps improve customer experience, ensure regulatory compliance, identify missed commercial opportunities & training requirements as well as provide valuable insights back to the business directly from the frontline – the true voice-of-...
(read more)

3.) 
Eckoh

EckohASSIST
Advanced speech recognition and natural language expertise that routes callers by simply asking ‘how can I help you?’. It allows customers to use their own words to ask for what they want and steers them to the right place.

Menus are eliminated altogether and contact centres can use a single inbound telephone number.
 



View more from Business Systems Ltd

Recent Blog Posts:
Call Recording Management – How the Head of IT can manage large Call Recording PlatformsOctober 9, 2020
Business Systems (UK) Ltd Awarded Supplier Place on SPARK DPSAugust 13, 2020
Top 4 Benefits Of A Cloud Contact CentreAugust 10, 2020
How To Manage A Gradual Return To The Office With Workforce PlanningJuly 20, 2020
Navigating & Adapting Your Contact Centre For the FutureJune 10, 2020
Top Tips for Combating Challenges In The Contact Centre During COVID-19April 28, 2020
Top 10 Tips For The Modern Contact CentreApril 8, 2020
Mobile Call Recording – How To Keep Traders TradingMarch 30, 2020
Real-Time Adherence – A Key Ingredient To Help You Manage Your Workforce RemotelyMarch 25, 2020
How To Manage Remote Contact Centre Agents During the COVID-19 OutbreakMarch 25, 2020

NEXTGEN-TV

NEXTGEN-TV PROGRAMMING

NOW PLAYING
Starting on the hour every hour today

Contact Center Design At A Leading International Bank
WATCH

Coming up this Week

Contact Center Design At US BPO
Jul 20
A Refreshing Contact Center!
Jul 21

About us - in 60 seconds!

Submit Event

Upcoming Events

The 19th World Final Annual Best Practices Conferences are here! Meeting Point for the World's Best Contact Center & CX Companies Read More...
 5660 

Newsletter Registration

Please check to agree to be placed on the eNewsletter mailing list.
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
CMS =
session cookie set = True
session page-view-total = 1
session page-view-total = 1
applicaiton blnAwardsClosed =
session blnCompletedAwardInterestPopup =
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =