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Article : How to Sustain Customer Service Teams’ Productivity Remotely

Senior Director of Marketing at RingCentral Engage Digital
RingCentral, Inc.
Add Contact

#contactcenterworld, @ringcentral

Author: Julien Rio, Senior Director of Marketing at RingCentral Engage Digital

Companies the world over are practicing social distancing and allowing employees to work remotely their staff are safe. Consequently, firms are now likely to join the trend of remote work on an increased basis for years to come.

The demand for connectivity and benefits of using cloud-based tools in these situations warrants that the process continues to be productive for both the company and the employees.

To guide you through the challenges that face contact centers in undergoing such a transformation, here are a number of challenges and how to overcome them.

How to overcome the challenges

For many businesses, contact centers operate exclusively through their software of choice, which is usually office-based. One of the biggest challenges that companies face and is directing employees remotely, according to 57.1% of research participants.

Companies require solutions that do not disrupt or diminish the quality of customer service, allowing teams to connect with employees and customers. After overcoming these challenges, there are countless benefits in the workday of each staff member.

1 – Use cloud-based customer engagement tools

On-premise technology for contact centers expects agents must travel to work, which may not be ideal when peak commute times need to be avoided, agent turnover needs to be reduced by keeping morale high, and performance has to be at the top level.

Cloud-based contact center technology helps the agent with instant access to customer records notwithstanding where they are working. It presents employees with the opportunity to boost performance while raising morale in the contact center workforce.

Investing in easy-to-use tools helps employees thrive in their work from home environment exactly as they would at the office. This approach can prevent issues in obtaining customer data or trouble connecting with customers on your service, which will only frustrate both your agents and customers.

Contact Center managers should know this is especially important. Using the right tools that accommodate each person to work together is essential for a successful remote working strategy. Especially if it offers the possibility of adding extra seats for increased peaks and team growth when necessary.

2 – Help agents to be more productive from home

You may fear that agent productivity will suffer if you are not able to communicate with them day-to-day, face-to-face. There is an anxiety that work-ethic drops, handling rate decreases, and trusting employees is hard when you cannot see their activity.

Keep teams involved, enabled, and culpable. Schedule check-ins and updates. Require "resolution experts" to check-in when they start their shift. Have your team update a daily report before their shift ends. These practices will adequately compensate for the in-person supervision your organization is used to, even if you are not in the same room.

In a recent survey, FlexJobs found that of the companies that allow remote work, 85% increased productivity, 90% improved employee morale, and 77% reduced operating costs. Trust the process and good things will come to fruition.

Other features that can speed up the process of replying to customers, is an omni-digital channel management solution for contact centers where you can createtemplates, which give a structure of the message (email, for example, has the right header, signature, etc), so agents can focus on assisting customers and not on formatting.

3 – Enable collaborative communications

Working from home may be a dream scenario for modern workers, but it does have a fair share of problems. Remote employees are likely to feel left out or isolated than their on-site peers, which can make it tougher for teams to collaborate, maintain morale, and retain employees.

For customer service agents, they often need to ask information to internal experts (technical team, billing team for example) and this can be challenging when not in the same place at the same time.

To address these challenges, companies should foster easy communication and collaboration. Tools uniting employees are indispensable for the success of your remote team.

Team messaging allows each employee to be on the same page across all devices. They can drag-and-drop files, pin important documents, and share directly from tools like Google Drive or Box. Team members can distribute tasks, update stakeholders and move projects forward with built-in task management.

Also integrate your calendar, enable meetings face-to-face over video, and share your screen to collaborate live. This interlocks remote workers on a daily basis, making it more accessible to message them tasks through an all-in-one solution that combines direct and group messaging, video conferencing, and phone.

4 – Use asynchronous digital channels for customer care

Customers anticipate reaching organizations on the digital channels they use, such as messaging, email, SMS, and many more. They expect to reach the right person to assist them with their query on the first contact. Unprecedented situations do not lessen expectations, if anything they create more demand for contact centers to handle.

Unlike synchronous calls via phone, digital channels function asynchronously. Indicating the transition from phone calls to digital interactions. But it necessitates developments in the contact center organization.

These multiple channels can be consolidated into a single platform, with many benefits. From the dashboard, agents can manage more than one interaction at a time and can reduce waiting times for customers. In a remote working situation, unlike phone calls, it does not require additional hardware and when you answer on digital channels, there is no interruption from background noise.

Conclusion

Consider digital channels as the new primary way of business as a physical presence in stores subsides. 84% of consumers expect brands to find ways to maximize digital interactions to keep them safe. So adapting to the new-norm can be innovative and considerate.

By observing the realities of remote work, supervisors can help employees make a knowledgeable decision about working from home. Applying chat and video communication tools to the team setup, managers can build an inclusive culture. Employees will feel more connected to one another and collaborate regularly to improve business workflow.

Whether employees are in the office or not. It’s crucial that supervisors maintain employee output is consistent and meeting KPIs. Managing this remotely can remove the barrier of not being able to communicate and offer clarity to employees to be autonomous and manage their time effectively.

#contactcenterworld, @ringcentral

 


About RingCentral, Inc.:
Company LogoRingCentral is a publicly traded provider of cloud-based phone systems for businesses. It is headquartered in Belmont, California and has offices in Denver, Colorado; Manila, Philippines; Xiamen, China; St. Petersburg, Russia and Odessa Ukraine.
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Today's Tip of the Day - Keep Cost In Perspective

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

Published: Monday, July 6, 2020

Printer Friendly Version Printer friendly version

2024 Buyers Guide Headsets

 
1.) 
All Ears Ltd

Freemate headsets, and sanitary solutions for headsets
Freemate headsets available, corded and wireless for telephony and USB. 3 year warranty compatible with all model phones. We supply accessories from downleads, USB leads, ear cushions, leatherettes and we service call centre headsets, these are sanitised and repaired or serviced as required.

We supply the corporate environment, Government departments, security, medical and professional offices and meet the needs of many of New Zealand's SOHO market.

We can even develop and create one-off solutions for those with mobility or disability limitations opening up a world of freedom in communications. And we like to have fun on the journey.

2.) 
Comfort Telecommunications

Smith Corona Headsets
3 year warranty compatible with all model phones. Accessories also available. Cords, earpads, etc all factory direct pricing

3.) 
Headsets Connect

Since 1998, Headsets Connect has been supplying Call Center Grade corded phone headsets, wireless headsets, headset telephones and a wide range of headset accessories to accommodate Medical, Insurance, Financial offices and large Call Centers environments offering you value, comfort, flexibility and increased productivity in your day to day business.

4.) 
Headsets123


Since 1998 Headsets123 has been supplying Call Center Grade corded phone headsets, wireless headsets, headset telephones and a wide range of headset accessories to accommodate Medical, Insurance, Financial offices and large Call Centers environments offering you value, comfort, flexibility and increased productivity in your day to day business.

Our offices are located just outside of Seattle, WA. We hope you enjoy our wide range of headsets and accessories.

5.) 
Jabra

Jabra
Jabra is a leader in engineering communications and sound solutions – innovating to empower both consumers and businesses. We are committed to letting people hear more, do more, and be more than they ever thought possible. Through sound and video, we help transform lives. Jabra engineering excellence leads the way, building on 150 years of pioneering work. This allows us to create integrated headsets and communications tools that help professionals work more productively; wireless headphones and earbuds that let consumers better enjoy calls, music, and media; and pioneering video conferencing solutions, enabling seamless collaboration between distributed teams. Jabra employs approx. 1,400 people worldwide

6.) 
JPL Telecom

Based in Dorset, England, JPL designs and manufactures innovative professional telecom headsets. We have a wide range of professional telecom and call centre use headsets in wired, wireless DECT and Bluetooth styles.

Making sure that your customer’s voice can be heard is vital. JPL Telecom ensures that your customer’s experience is first-class. All headsets have our Surround Shield™ noise cancellation to make certain your customer only hears what you want them to hear. Comfortable and attractively designed headsets are built to withstand the constant use in any call centre environment.

Our aim is to continuously improve customer choice, offering a fair price and value to our resellers and end users.

7.) 
Leitner Headsets

Contact Center Headsets
Over one million North American businesses have purchased headsets from us in the past two decades – we understand headsets.

Leitner Headsets are the most durable contact center headsets backed by a 5 Year Warranty, giving you a best-in-class productivity tool that fits your needs (and your head). As the trusted experts, we make headsets simple to choose, and easy to use.

8.) 
Unicom Services Ltd.

Contact center headsets and conference solutions
Unicom Services Ltd. is a distributor of professional headsets and communication solutions for all possible applications.

Products and Services:
* Headsets for contact center, office, small office and home, mobile phones, computer headsets and adapters.

* Conference systems - audio video terminals, personal and group multipoint conferences.

* Telecom Products - office wired and wireless phones, dect systems, softphones.

* Video conference software for contact centers and offices.

* Unified Communication Solution.

9.) 
Xiamen Mairdi Electronic Technology Co., Ltd

Call Center Headsets
Mairdi is a professional call center headsets maker in China. We've designed, produced and exported professional communication headsets for 16 years. Our headsets were exported to over 120 countires in the world.
Our headsets are widely compatible with nearly all IP Phones, desk phones, PC and mobiles. They are all noise cancelling and with built-in hearing protection technology. Our headset accessories are Plantronics or Jabra compatible. All the headsets and accessories are CE,FCC, RoHS certificated.
 

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