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Remote Working Preparedness for COVID-19 (Coronavirus) - Evolve IP - ContactCenterWorld.com Blog

Remote Working Preparedness for COVID-19 (Coronavirus)

The way people work has evolved. Employees expect businesses to provide access to the right tools to be able to work remotely, at any time, on just about every device that you can imagine. According to IDC, 72% of employees will be working remotely by 2020.

And with the outbreak of Coronavirus, it’s become more critical than ever for businesses to be able to support remote working for their employees along with the ability to seamlessly and instantly collaborate with their teams and customers.

Like most businesses, if you have remote employees or plan to implement a Work from Home (WFH) program, Evolve IP has put a Work From Home Checklist together to enable business continuity.

In the meantime, in this blog post series, we’ll discuss the top things that you need to start thinking about to implement a remote working plan:

Implement A Robust Work From Home Platform

The key items to address from a technology perspective are the ability for employees to collaborate with their teams and customers using a single platform along with the ability to access all the tools and business applications that they would need to get their work done. Here are some specific suggestions to consider when determining the right technology platform for your employees:

Virtual Workspaces - Identity and Access Management, Desktop as a Service and More

Control SaaS Applications - Enable an IAM solution with a SSO portal so users will need only one set of credentials. Ide- ally, multi-factor authentication can be added into this offering to enhance security even further. Check if your solution will be hosted in HIPAA / HITRUST, PCI and SOC compliant data centers as necessary.

Help your helpdesk – Some estimates have a single password reset costing upwards of $70 per incident. Lots of remote workers in new environments may tax your help desk more than ever. An IAM / SSO solution will be a big help here.

Legacy Applications and Virtual Desktops – Depending on your users you may have individuals that need access to ap- plications that are hosted on premises. Others may need a full desktop experience to do their jobs. Get a list of user types together and determine needs for hardware such as thin / zero clients.

Team Collaboration -

  • Do your employees use multiple/different collaboration systems today? If yes, have you considered adopting a single collaboration solution such as Microsoft Teams, Cisco UC etc.?
  • What are the ‘must-have’ features for your collaboration solution? Here are the top few that we’ve seen customers typically choose to support their remote workforce:
    • Collaborative, persistent chat with your team members
    • File sharing and group editing simultaneously from anywhere in the world
    • Multi party audio and video calling for a more personalized meeting experience
    • Remote, mobile and guest conferencing with internal and external workforce
    • Presence to learn if your remote associates are available for a quick conversation
    • Workstreams comprising of direct messaging channels to collaborate with Teams
  • Does your phone / communications system integrate with your collaboration software for a seamless experience? If not, then that’s where the market is headed.
  • What are the ‘must-have’ features for your phone system? Here are the top few that we’ve seen customers typically choose to support their remote workforce:
    • Call recording
    • Receptionist Applications
    • Contact Center Features such as wallboard/dashboard, IVR, Callbacks, Surveys, Speech Analytics, etc.
    • CRM Integrations
    • Calling, number porting, global presence
    • Supporting Handsets
    • Miscellaneous UCaaS features
    • Administration portal to configure and manage telephony, voicemail, call center & conferencing functions O Are your employees phone calls / agents customer calls being recorded?
  • Do you have a bring-your-own-device (BYOD) policy? If not, and employees don’t have a work laptop to bring home, it’s a great time to investigate one.
  • How will your employees access applications hosted on-premises?
  • Will you remotely support the at-home equipment? Will your existing Support hours suffice?
  • Where are the support boundaries drawn for personal equipment? Is this solely the employee’s responsibility?

Click here to download our entire Work From Home Checklist to ensure business continuity during the Coronavirus outbreak.

Source: https://www.evolveip.net/blog/remote-working-preparedness-for-covid-19-coronavirus

Publish Date: March 9, 2020 5:00 AM


2021 Buyers Guide Workforce Management

 
1.) 
Alvaria

Alvaria Workforce
Alvaria Workforce (formerly Aspect Workforce Management) is a high-performance contact center software solution that provides the forecasting, planning, scheduling, employee self-service and real-time agent tracking to ensure that all agents and supervisors are productive, engaged in their work and delivering an exceptional customer experience.

2.) 
Alvaria

Noble ShiftTrack WFM
Maximize the efficiency of your contact center and meet/exceed customer expectations with workforce engagement tools that help you accurately forecast workloads, match the right resources to your needs and keep agents motivated. More than just scheduling agents and tracking shifts, Noble’s ShiftTrack WEM solutions optimize labor costs, manage capacity more effectively and improve service levels.

3.) 
Calabrio

Calabrio ONE
Calabrio ONE offers contact centres the complete toolset to unlock the tremendous value buried within customer interaction data and use it to transform the entire business. One seamless solution combines a fully integrated workforce optimization suite with powerful voice-of-the-customer analytics tools deployed—in the cloud, on-premises, or in a hybrid environment.

Capture every customer interaction across all channels. Extract predictive and prescriptive insights. Elevate customer experiences, improve employee engagement and increase operational efficiency. Then, extend customer-centric strategies across the business to accelerate sales, drive innovation and move your business forward.

4.) 
eGain Corporation

eGain Solve
Rated #1 by analysts and trusted by some of the biggest brands in the world, eGain Solve helps businesses design and deliver smart, connected customer journeys across social, mobile, web, and contact centers. You can sell smarter, serve better, and know more.

5.) 
Eleveo

Eleveo WFM
Eleveo WFM was designed to simplify scheduling, forecasting and adherence for commercial contact centers with 500 agents or less. The product is easy to use for supervisors who are not WFM experts, but provides value for scheduling, shift changes, schedule adherence and supports multi-channel and multi-skill requirements. Eleveo WFM was built using open source, cloud technologies but can be installed on premise, in a hybrid environment or hosted for you in AWS.

6.) 
ethosIQ, LLC

BPO Optimizer
ethosIQ’s Business Process Outsourcer (BPO) Optimizer allows clients to manage their vendor contact center resources without requiring manual intervention through our manufacture-agnostic data collector processes. ethosIQ collects schedule and exception data, based on your desired parameters. Collection of data is transparent and doesn’t require intervention from either you or your vendor resource. You know your needs, and now you can manage those needs effectively, efficiently and effortlessly, using ethosIQ’s BPO Optimizer!

7.) 
Lieber & Associates

Technology Consulting Services
Lieber & Associates provides consulting services to select, contract for, test, implement, and optimize workforce management systems. It's technology consultants have worked with all major systems and many smaller ones. Counsel is informed by several decades of WFM experience.

8.) 
MFE International

Agyletime Cloud Workforce Management
Agyletime is an enterprise grade true Cloud WFM and t is channel agnostic .
Its ease to Use , easier onboarding, forecasting and better scheduling.
You can integrate to CRMs such as SFDC, Zendesk, ServiceNow and others and to telephony systems such as AVAYA, CISCO, Genesys and other cloud telephony systems ; to independent Chat systems to aggregate data for WFM omnichannel forecasting, scheduling, optimisation and reporting.

9.) 
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)

10.) 
Phonestat

Phonestat
Track staff performance, capture meaningful feedback and deliver quality customer experiences using Phonestat. Our cloud based solution allows you to create simple scorecards to provide instant feedback and training to your staff.

There are powerful integrations to source interactions from anywhere and an open API to allow you to build your own.

11.) 
Vads

VADS Workforce Management
VADS Workforme Magaement is a smart tools that gives connectivity to the workers while working remotely. An intelligent workforce management system that aims to improve operation efficiency with the end goal to provide first.

12.) 
QPC Ltd.

QPC WFM - Calabrio/Teleopti Specialism
QPC has a long and successful history of delivering tried and tested innovative workforce management systems, and the training and consultancy needed to ensure organisations can leverage the customer service and operational efficiency benefits workforce management principles and automated workforce management systems can deliver.
 



View more from Evolve IP

Recent Blog Posts:
Your Guide to Contact Center as a Service (CCaaS) with Microsoft Teams IntegrationOctober 5, 2021 5:00 AM
3 Takeaways from the 2021 Gartner® Magic Quadrant™ for Contact Center as a ServiceAugust 24, 2021 5:00 AM
Hybrid Work - 5 Keys to Building an Effective Hybrid WorkforceApril 5, 2021 5:00 AM
Hybrid Office & Microsoft Teams Direct RoutingMarch 23, 2021 5:00 AM
The Virtual Private Network (VPN) – Is it Dead?October 9, 2020 5:00 AM
The Contact Center Solution for Covid-19 ChallengesSeptember 18, 2020 5:00 AM
Compare VDI to Hosted Virtual Desktops / DaaSJuly 14, 2020 5:00 AM
Work From Home – An Application and Identity Management Guide | Part 1July 13, 2020 5:00 AM
Top 15 Questions to Ask Yourself Before Choosing a Work Anywhere Unified Communications and Collaboration SolutionMay 19, 2020 5:00 AM
Remote Work Considerations – Illicit Applications and Shadow ITApril 20, 2020 5:00 AM

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