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Article : Managing a Remote Team

#contactcenterworld

Author: Asif Chowdhary, CEO, PerfectQue

The information I am sharing is not just thoughts that are being written what I am sharing is what we have been practicing for the last four years with our Team in Central Europe. Let's look at some of the challenges remote teams face and how you can minimize their impact.

Some of the Challenges listed by Harvard Business Review Article include:

- Lack of face-to-face supervision
- Lack of Access to information
- Social Isolation
- Distractions at home

I would like to add a few more challenges to this as majority of us have gone remote in the last few weeks due to COVID-19:

- Uncertainty of Future
- Financial Pressures
- Change in Habits
- Adjusting to a new Reality

How can you Support Your Remote Teams?

Some of the suggestions given by HBR article include:

- Daily Check-ins
- Provide Communication Technology Options
- Establish Rules of Engagement
- Provide Opportunities for Remote Social Interaction
- Offer Encouragement and Emotional Support

What has worked for Us?

Daily Meetings

Communication is the key when managing remote teams especially those off-shore and now we should include on-shore as well as everyone has gone remote. These meetings allow you to remain connected and any questions that your team might have can be answered in an open forum.

Any questions that require further discussion can be handled on a one-on-one basis.

Using Communication Technologies

If you are a small business there are a lot of tools such as Slack, Google Hangouts, WhatsApp, Viber which can keep you in touch with your team. These are difficult times for everyone so any communication that helps us stay positive and connected should be utilized.

Be Compassionate and Understanding

If you are too focused on getting things done and ignoring the human aspect of the current events you might have a negative impact on your team’s productivity. You have to let the team adjust to the new reality and set policies and procedures accordingly. This is the "New Normal" and everyone will adjust to the change.

For us, the key has been understanding and supporting our team who is executing our operational and strategic plans which are dynamic and evolving.

Communicate with Clarity

Since we don't have the luxury to turnaround and ask a question as a Manager or a Business owner who is responsible for a remote team it becomes essential that you communicate with clarity.

Controlling Information Shared

If there are tasks where every team member does not need to be involved then control the communication flow as unnecessary and unproductive group emails do not add value to the tasks that need to be executed.

Multitasking and Backups

One rule that has worked for us very successfully is ensuring that your team members especially those in the support role can multi-task. This is the time where you need team members who can wear different hats and let the ball rolling. Specialization is good but when it comes to maximizing your team efficiency and utilization you need team members who can execute multiple tasks.

Whether you are a small business, running a remote team or planning to move your team to work remotely or thinking about outsourcing, the challenges are real but not impossible. If executed well you can run a remote team successfully.

#contactcenterworld


About PerfectQue:
Company LogoPerfectQue specializes building customer support/customer success teams in Europe that are integrated into your People, Process, and Products.
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Today's Tip of the Day - Quality Of Service

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

Published: Monday, May 4, 2020

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2020 Buyers Guide Help Desk Software

 
1.) 
eGain Corporation

eGain CallTrack™
eGain CallTrack™ is a dynamic call tracking and case management solution that helps companies provide quick, high-quality, and cost-efficient resolution of customer issues across traditional and emerging interaction channels. It is one of the many innovative customer interaction products in eGain Solve™ suite, the unified customer engagement and knowledge management software suite, which helps businesses transform their traditional call centers into omnichannel customer engagement hubs. eGain CallTrack will enable you to track, manage and resolve cases and maintain service level agreements (SLA), across channels.

2.) 
Knowmax

Knowmax
Knowmax is an omnichannel knowledge management platform. Our mission is to transform contact centers into resolution centers and drive customer self service.
The platform is an industry-agnostic enterprise-grade knowledge platform with components helping in easy findability of actionable information at the right time across the desired touchpoint.
PH: +91 9702626568

3.) 
OneDesk

OneDesk's software combines Helpdesk & Project Management into one application. No need to purchase, integrate and switch between applications. Your team can support your customers and work on projects in one place. Aimed at SMBs as well as departments at large enterprises, OneDesk is frequently used by project managers, customer service, IT, professional services and more. This easy-to-use, feature-rich, and highly configurable software can manage both ticket & task workflows.
PH: (514) 731-6878
 
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