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EXECUTIVE MEMBER
Aymen Ismail
Head of Customer Engagement Solutions
187
EXECUTIVE MEMBER
Bruno Mendes
Assistant
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Article : Monitoring the Performance of Remote Workers

We keep hearing about all the different advantages remote workers bring, and yet the one constant disadvantage usually associated with remote workers is how to monitor and review performance. We asked industry professionals what techniques they use to do just that.

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

"The remote worker should be monitored in the same way as office based workers. If necessary, revamp your performance review processes to make it suitable to carry out remotely. e.g. if you carry out monthly objective reviews, arrange a telephone call monthly with the remote worker and go through the performance review in the same manner as you would with an office based employee. Regular communication relay will also allow you to build trust with eachother, monitor productivity and ultimately work seamlessly from a remote location."

 
Natalie Romano
Managing Director
Avaya
United States

"1. Document job responsibilities, requirements, procedures, policies and time frames. This must address all standard operating policies in addition to specific remote agent requirements.
2. Establish a trial period to determine whether an agent can properly perform their job. (This will also minimize the loss of agents who discover that they do not enjoy working at home.)
3. Supervisors should have a daily call with remote agents. Every day - quick 5-10 minute call. A supervisor needs to ensure that remote agents are informed of all work-related and team-building activities. Isolation & detachment feelings will impact performance so keeping ALL agents informed is key.
4. I always recommend using instant messaging or "chat" for handling the majority of agent questions, inquiries, etc. however Supervisors must be available to respond immediately.
5. Real-time messaging and broadcasting capabilities for communicating issues that require immediate attention are essential.
6. Include remote agents in all team meetings and training
7. Establish rewards, incentives that apply to both remote and onsite agents.
8. Hold agents accountable. Clearly communicate performance objectives, how performance will be measured and be consistent.
9. Training consistent for onsite & remote workers. Training curriculums should include multiple delivery options and should also include a competency test or tests. Develop an online learning or other remotely delivered training which is more cost effective and work great for on-going development of agents and support staff."

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)
 
Mow Chung
Head of Business Consulting - Business Solutions Group: New York Metro
BT
United States

"KPIs for productivity, measuring outputs, objective setting"

About BT

BT is provider of communications services and solutions for everybody in the UK and for corporate customers in the rest of Europe, with global reach through partnerships. BT provides services for all... (read more)
 
Ken Karchinski
Director Call Center Sales
Aer Lingus
United States

"We use Envision Recording system and send call to agents for them to listen.
Every 6 weeks they are brought in to listen to calls and have face to face communication
with the team leader"

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

"through online web stats, showing live agent performance, and automated reports showing MI for the last 15 mins, 30 mins, 1 hour, etc etc."

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

"Through CTI tool...agents utilize client provided hardware and software with same tools setup as they would utilize at office"

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)
 


"Traditional contact centre metrics such as adherence, AHT, After Call Work,conversion rates; allied with a robust quality assurance system provide the basis of our performance monitoring framework. We also pay particular attention to the quantity and quality of questions asked by remote agents both on and off calls."

 

About ContactCenterWorld:
Company Logo# ContactCenterWorld ContactCenterWorld is The Global Association for Contact Center & Customer Engagement Best Practices. Today we have over 215,000 corporate 'individual' members have joined the association's website 'ContactCenterWorld.com'. We were established in 1999. www.contactcenterworld.com
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Today's Tip of the Day - What Do You Need?

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

Published: Friday, October 23, 2009

Printer Friendly Version Printer friendly version

2024 Buyers Guide Help Desk Software

 
1.) 
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!

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.

3.) 
LiveAgent

LiveAgent Help Desk
LiveAgent is a cloud-based Help Desk Software with over 195+ compatible integrations. Streamline all customer communication channels and manage them from a single shared company inbox. Enjoy social media integration, unlimited ticket history, call recordings, hybrid ticket streams, and more. Companies like BMW, Yamaha, Huawei, Orange, or Forbesfone use LiveAgent to deliver customer wow to 150M end-users worldwide.

4.) 
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.

5.) 
Teckinfo Solutions Pvt. Ltd.

ActivDesk Help Desk Software
ActivDesk Help Desk Software is an intelligent ticketing software for multi- channel customer interaction & engagement. It streamlines the entire ticket management process. With its SLA & escalation management, it enables your help desk to deliver enriching customer experience.
 

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