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 5:00 AM
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
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.
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.
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.
- 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.
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
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.
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