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

THE NEXT EVENT STARTS IN: 7 DAYS - REGISTER NOW -

Upcoming Events

CUSTOMER EXPERIENCE BEST PRACTICES

CUSTOMER LOYALTY

ARTIFICIAL INTELLIGENCE AND TECH SOLUTIONS

WORKFORCE MANAGEMENT

TRAINING IN CONTACT CENTERS

5 Tips for Developing a Killer Virtual Team - SupportNinja - ContactCenterWorld.com Blog

5 Tips for Developing a Killer Virtual Team

Gallup polls show that only 9 percent of the U.S. workforce telecommuted during the 90s. By the time 2015 arrived, over 35 percent of the employees now telecommute to work on a routine basis. When the virtual team is constructed correctly, dispersed professionals are often more productive and produce better results than the employees limited by a conventional office environment. Successfully developing a killer virtual team like those that work with Support Ninja involves following important tips embracing team building, management strategies and technology applications.

1. Start with Team Building

Hiring qualified candidates, divvying up labor and grouping employees proportionately should be the first steps for building a virtual team. Employees qualified for virtual work often exhibit strengths in emotional intelligence, communication, awareness, resilience, empathy and working independently.  According to the Harvard Business Review, using personality tests and behavioral interviews may be an effective strategy for identify the best workers for your new virtual team.

2. Size and Groupings Matter

Grouping employees in teams  comprised of no more than ten members each is the most effective approach when running a virtual organization. Studies show that social loafing begins to negatively affect the group once there are at least 13 members. Once the team has more than four or five members, employees can begin feeling less responsible for their individual performance and production. Having more than ten members on an individual team can also make effective communication a challenge as well.

3. Improve Communication with Technology

The technology used to support the business typically dictates how effectively management and the virtual team are able to communicate. For the initial orientation, important meetings and group chats, the most successful virtual teams use video applications like Skype. The ability to instantly chat or email a co-worker on popular platforms like Google, and submit work through project management software like Basecamp is also vital to keeping everyone in the organization on the same page.

4. Adopt Soft Management Strategies

Researchers have concluded that the most predictive factor for a virtual team’s success is whether or not management has experience overseeing dispersed teams in the past. Establishing trust, procedural guidelines, organizational goals and an open dialogue between leadership and the remote employees is important to focus on when organizing a virtual team. Making an effort to foster camaraderie in the virtual workplace can be effective at mitigating some of the isolation effects many remote workers experience.

5. Prioritizing Quality Assurance and Tracking Performance

Automating recurring tasks can help reduce the workload and provide more time for monitoring performance metrics and the quality of service being provided to the consumer. Keeping records of meetings, group chats, email chains and other conversations may prove to be beneficial as well. Industry experts recommend using a project management system with an interface designed to help with scheduling, organizing files and collecting data is recommended.

Statistics show that more often than not, most virtual teams don’t work as well as intended. However, the ones that do work typically outperform the production of employees at a standard workplace. Understanding the fundamentals of how to design and manage the team is imperative for success. With internet access and capable devices, employees can be productive anywhere,and anytime if they are provided with the proper infrastructure and leadership.

Source: https://www.supportninja.com/blog/5-tips-for-developing-a-killer-virtual-team/

Publish Date: September 12, 2016 5:00 AM


2020 Buyers Guide Knowledge Management

 
1.) 
3Fiftynine

Branches
Combines knowledge management with call support as continue improvement.

2.) 
eGain Corporation

eGain Knowledge + AI
eGain's knowledge management software, powered with Case-Based Reasoning, an Artificial Intelligence technology, lets you provide intranet or extranet access to the common knowledge base, enabling contact center agents to provide distinctive, productive, and brand-aligned experiences in every interaction, across all channels and touchpoints.

3.) 
Knowmax

Knowmax is a knowledge management software for enterprises. Customer service of any organization can leverage this tool to create, curate & distribute the knowledge at assisted as well as digital channels promoting self service.

4.) 
Synthetix

Increase customer loyalty, drive revenue and boost customer lifetime value with the Synthetix suite of AI-powered integrated customer contact tools.

Synthetix was founded in 2001 and since then has become a leading innovator in creating multi-channel online customer service software. We are also known as one of the pioneers for AI-driven Virtual Agent technology, creating Virtual Agents for companies like the BBC, Vauxhall, and Ford, comparable to Siri, Cortana and Google Now, before they became the norm.

We believe that customer service across all customer touch-points should be simple, efficient and, above all, consistent. Our technology has assisted in reducing our clients’ inbound...
(read more)
PH: +441279 5555 80
 



View more from SupportNinja

Recent Blog Posts:
How to Motivate Your Virtual TeamOctober 6, 2016 5:00 AM
5 Tips for Developing a Killer Virtual TeamSeptember 12, 2016 5:00 AM
5 Companies Delivering Customer Service CreativelyAugust 5, 2016 5:00 AM
4 Customer Service Processes You Should Have in PlaceJuly 29, 2016 5:00 AM
How to Outsource Any Task in 5 StepsJuly 16, 2016 5:00 AM
3 Ways to Save on Customer SupportJuly 8, 2016 5:00 AM
The Three Task Categories You Should OutsourceJuly 1, 2016 5:00 AM
When to Hire a Virtual Assistant and When to Hire a ConsultantJune 24, 2016 5:00 AM
5 Tasks Your Sales Team Should be Outsourcing Right NowJune 17, 2016 5:00 AM
Kayako Software ReviewMay 26, 2016 5:00 AM

Survey - Online Event

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 = True
session blnCompletedAwardInterestPopup = False
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =