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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:

 


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  • 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


2021 Buyers Guide Automation

 
1.) 
Agara

Agara is an autonomous virtual voice agent powered by Real-time Voice AI. It is designed to have intelligent conversations with your customers, vendors, and partners without any assistance from human agents. It can handle a wide variety of calls including inbound customer care calls, outbound lead generation calls, appointment scheduling calls, and overdue payment recovery calls.

Agara is available for several industries including banking, insurance, retail, e-commerce, airlines, and telecom. Powered by advanced Real-time Voice AI that understands speech in real-time, automatically determines the right process to follow and guides the caller along in the process with natural conversation.

2.) 
Auraya

EVA Voice Biometrics
Powered by Auraya's patented ArmorVox engine, EVA is a voice biometric extension that provides secure and seamless identification & verification capabilities for Amazon Connect. EVA provides delightful customer experience by removing the friction of providing PINs, passwords or secret information in order to prove caller identity. EVA comes standard with active and passive modes and a simple yet powerful agent interface. This allows for personalised self-service and a more friendly and efficient experience when interacting with an agent.

Outdated security methods such as PINs, passwords and security questions have become insecure and unreliable. Forgetting passwords and security answers o...
(read more)

3.) 
Consilium Software

Consilium UniCloud™
UniCloud™ is an intuitive platform that allows Enterprises to deploy and manage their Unified Communication (UC) and Contact Center (CC) services with ease and entire provisioning can be completed in seconds using this comprehensive tool supporting digital transformation. The latest release 7.0 of UniCloud™ is a multi-tenant platform that transforms the delivery, management, and integration of collaboration and contact center solutions, for both Cloud and On-Premise deployment models.
With its single-pane-of-glass views and quick provisioning tool, UniCloud™ is instrumental in reducing the time to provision an entire multi-cluster Cisco collaboration platform, including contact centers (C...
(read more)

4.) 
eGain Corporation

eGain Solve
Proven, Easy, and Guided Journey to Automate Customer Engagement in a Digital+AI World

5.) 
Emmersion

Automated Language Testing
Emmersion offers automated assessments to quickly and accurately test speaking, writing, and grammar fluency in 9 languages and counting. We help contact centers improve CSAT scores by screening for top talent and retaining top performers.

6.) 
OpsTel Services

SPEED & PLUS
The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Perfor...
(read more)
 



View more from Business Systems UK Ltd

Recent Blog Posts:
Call Recording Management – How the Head of IT can manage large Call Recording PlatformsOctober 9, 2020 5:00 AM
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

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