Blend new technologies with tried and tested favourites to refresh your contact centre. Magnus Geverts shares his top spring-cleaning tips for supporting home-working agents.
Until recently, the majority of UK contact centres worked in a traditional, centralised model, with fewer than 4% of agents working remotely at home on a permanent basis, according to a report from analyst ContactBabel. That all changed when the realities of serving customers at the height of the pandemic forced many businesses to embed flexible working practices into their business continuity plans as a matter of survival. Today, 65% of agents work remotely, either part or full-time, while a hybrid model is on the rise and more popular in the UK than in the US (33% vs 22%).
The pros and cons of remote and hybrid work
While agents have embraced flexible working with open arms because of the greater control it gives over their schedules and reduced commute times, it also yields significant business benefits in terms of recruitment and retention. For an industry often plagued by staff shortages, remote working instantly deepens the talent pool by opening the door to more people. Those who might not otherwise look for employment in a typical contact centre may be happy work in their own home responding to customer enquiries.
On the flip side, contact centre leaders generally find it more difficult to on-board, train and coach agents when they are based remotely. Likewise, home-working agents can quickly become isolated and disengaged from each other and their employer. Concerns over security and fraud, cited by 1 in 3 contact centres to be the greatest hurdle also inhibit adoption of remote working - especially in the financial services sector.
Five ways to connect with home-working teams
To maximise the positives and reduce some of the negatives associated with remote and hybrid work, it’s time to look at key contact centre technologies through fresh eyes:
About Magnus Geverts:
Magnus Geverts is VP, Product Marketing and Management at Calabrio, formerly Chief Business Development Officer at Teleopti ahead of the Calabrio acquisition. He has more than two decades of experience in the Workforce Management and customer service space, working in a mix of roles, in RnD, consultancy and business development.
Calabrio, a customer experience intelligence company, enriches human interactions with its analytics-driven workforce engagement management (WEM) suite. In 2019, Calabrio acquired Workforce Management (WFM) vendor Teleopti combining the best of both Teleopti WFM and Calabrio WFM into a single WFM solution fully integrated within the Calabrio ONE suite. The new Calabrio ONE empowers agents and management alike with a smarter approach. Through AI-driven analytics, Calabrio uncovers important customer behaviour, sentiment and reveals vital insights from contact centres worldwide.
Published: Friday, July 22, 2022
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