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Article : Experiences with Remote Workers

We asked our members if they could share any learning experiences they have had using remote workers in their organizations. What we got was a wealth of tips and advice that could help those in the process of implementing a remote worker program.

Sarah-Jane Heber-Hall
Operations Director
Computertel Ltd.
United Kingdom

"Make sure that your procedures are fluid and can be evolved, changed and adapted to suit the individual person and the needs of the organistion. Include the remote worker in the process, build a relationship with them and never be frighted of a trial and error approach until you find the right mix for that person."

 
Natalie Romano
Managing Director
Avaya
United States

"Communicate with remote workers regulary and establish the team feeling otherwise productivity will decrease. Supervisor and Management communications are critical and must be consistent - Some other lessons that I've learned are listed below.

Agents will not want to come back to the office. I recommend to include a fixed rotation for agents to come into the office as part of your process. Not everyone can work from home effectively and just because an agent has been with the company longer than another agent doesn't mean they should be allowed to work from home. Setting rules upfront is a key success factor.

Rules should include noisy background and continuous "issues" with connecting. Customers hearing dogs barking, children playing, etc. need to be addressed immediately. Agents may claim "I couldn't connect or my broadband connection is down" as an excuse for not doing their job and should be tracked on a per agent basis. Enforce opening support tickets for tracking these instances and set the rules up front.

Ensure remote workers have access to performance management reports and quality assurance surveys or evaluations so they can self-manage and monitor their performance.

Establish a rule that Supervisors or Managers can visit their agents at any time with minimal notice (same day)"

About Avaya

Avaya is a recognized innovator, leading business communications for the digital age. Avaya delivers smart global solutions and technologies for customer and team engagement, unified communications an... (read more)
 
Barb Courneya
Director
ConvergeOne
United States

"We generally offer remote work to our best employees first as a perk or an incentive to keep them. We find we usually have higher productivity with home agents than on site agents."

About ConvergeOne

ConvergeOne is one of the leading business communications specialists. With skills in Cisco based infrastructure, including security and wireless, collaboration, datacentre, virtualisation and storage... (read more)
 
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INVITATION

We invite you and your colleagues to join us LIVE as we take the highest rated industry conference back on the road in 2022 - join us and the elite in the industry at the 17th annual NEXT GENERATION Contact Center & Customer Engagement Best Practices Conferences!

>>>>> FIND OUT MORE: HERE


....CONTENT CONTINUED BELOW
Angie Tay
Country Director
TDCX
Singapore

"Currently we do not have any experience on this."

About TDCX

TDCX provides transformative digital CX solutions, enabling brands to acquire new customers, build customer loyalty, and protect their online communities. TDCX helps clients achieve their customer ex... (read more)
 
Ken Karchinski
Director Call Center Sales
Aer Lingus
United States

"We use many part-timers and it has been a good fit with their other interests.It also allows us
to schedule more efficiently. Communications is key ,that they are included in everything
that they wouild be if they were in the office."

About Aer Lingus

Aer Lingus Group Plc is the national flag carrier of Ireland. It operates a fleet of mostly Airbus aircraft serving Europe, North Africa, Turkey and the USA.
 
Richard Melling
Director
Wavenet
United Kingdom

"Invest in a good hosted system whih can demonstrate 5 years or more of remote worker delivery - these will have overcome the many technical issues assoocited and will have benefited form the feedback of thousands of remote workers and thier supervisors"

About Wavenet

Wavenet is a trusted supplier of unified communication solutions to thousands of businesses, including Telephony, Internet, Cloud, Security and Mobiles.
 
Dennis Cooper
Product Manager/Director
TELUS International
Canada

"Bringing employees to office at least one day per week ensures connectivity to organization"

About TELUS International

TELUS International (NYSE and TSX: TIXT) designs, builds and delivers digital solutions to enhance the customer experience (CX) for global and disruptive brands. The company’s services support the ful... (read more)
 


"Embrace online learning. Ensure agents are fully competent before taking calls. Do not limit yourself to your geographic region."

 


"Make sure that the home office is inspected, distractions are minimal."

 

About ContactCenterWorld:
Company LogoContactCenterWorld is The Global Association for Contact Center & Customer Engagement Best Practices. Today we have over 205,000 corporate 'individual' members have joined the association's website 'ContactCenterWorld.com'. We were established in 1999.
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Today's Tip of the Day - Who Do You Want?

Read today's tip or listen to it on podcast.

Published: Thursday, October 29, 2009

Printer Friendly Version Printer friendly version

2022 Buyers Guide Knowledge Management

 
1.) 
168Solution

Contact Center Innovation Channel and Digital Transformation Enabler
Providing Research, Training and Consulting related to Customer Experience Delivery, support Project Management by Unit or Corporate.
Have the ability to conduct research for specific needs.
Having deep knowledge on the Digital Interaction/Contact Center / Omni Channel / CRM various Stakeholder and Emergency Response ecosystem in Indonesia.

2.) 
3Fiftynine

Branches
Combines knowledge management with call support as continue improvement.

3.) 
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.

4.) 
eGain Corporation

eGain Knowledge + AI
eGain Knowledge+AI™, the top-rated, analyst-awarded knowledge management software, guarantees quality customer service by infusing your customer service agents with knowledge, making all agents as productive as your best ones. By providing agents and other users a range of ways to get to information from the common knowledge base, it ensures fast, consistent, and accurate answers.

5.) 
FuzeDigital

FuzeDigital offers an affordable yet comprehensive knowledge base to answer your consumers' and staff questions. When assistance is needed, our email management system ensures your timely and accurate delivery of responses. Used by companies large and small that seek to deflect common questions while providing exceptional support.

6.) 
Happitu

Happitu is your customer support team’s personal coach. It guides your team through every interaction with custom workflows, responsive scripting, and dynamic help topics.

Documentation in Happitu is automated, detailed, and consistent. Go beyond handle times and service levels with the rich insights of Happitu – from granular interaction data to aggregate data and trends – you get the complete CX journey!

We intentionally built the Happitu Workflow Designer with your customer support team in mind. Using our intuitive tools that provide quick and safe iteration, you eliminate the need to involve IT or Development. Yes, you will no longer have to dread submitting a change request to Devin from IT!

Try it free for 45 days!

7.) 
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.

8.) 
livepro

Knowledge Management software
livepro are experts in Customer Experience Knowledge Management and are passionate about improving customer experience. livepro is feature-rich yet easy to use, delivering answers to agents – not long complex documents to dig through. This makes customer service quicker, easier and more efficient. Staff require next to no training on complex procedures thanks to livepro’s intuitive design, which brings confidence up and training costs down.

9.) 
ProcedureFlow

ProcedureFlow is a step by step visual guide that supports agents as they navigate company processes. With a knowledge management solution that simplifies complex information, employees can spend less time searching and focus on what they do best. ProcedureFlow’s simple and intuitive platform enables contact centers to quickly and easily create, maintain, and update company processes in real time. With ProcedureFlow, teams can work more efficiently, better serve customers, and drive results that matter most to their business.

10.) 
Synthetix

Knowledge: For Your Team
Synthetix’s intelligent knowledge base software, Knowledge: For Your Team empowers your agents whilst fuelling your digital customer service channels.

With one centralised source of knowledge that is simple to use and update, providing customers with the right information – whether that be through self-service or direct – is efficient and always consistent.

With their own integrated knowledge base that recommends articles based on what they’re typing and decision tree technology that produces scripting, agents are more productive and Average Handling Times can be reduced by 25%.
 

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Jul 12

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