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Article : Potential Pitfalls with Remote Workers

We keep hearing about all the positive things that a remote worker program can bring to a company, but surely there are still some negative aspects that need to be addressed. We asked industry professionals what they believe to be the potential pitfalls of employing remote workers.

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

"From an employee's perspective, they sometimes feel excluded from the company as a whole, can sometimes feel less motivated, as they miss out on regular feedback, office banter and relationship building with the internal customer. From an employer's perspective, a different style of management is required and a bigger element of trust required to make remote working successful."

 
Natalie Romano
Managing Director
Avaya
United States

"Building the "team" mindset and relationships with coworkers and management is more challenging.
Ability to conduct team building initiatives is reduced
Depending on the technology requirements of the remote worker, potential quality of service issues may arise impacting customer satisfaction, FCR, etc. (i.e. IP calls with poor quality, DSL or Cable modem drops mid call, etc.) Planning is key and requirements must be clearly documented, communicated and validated on a regular basis to ensure standards are being met"

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

"measuring their productivity; security; trust"

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)
 

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2022 '17th annual' Global Contact Center World Awards NOW OPEN

Enter your Center, Strategy, Technology Innovation, Teams and Individuals into the ONLY TRULY GLOBAL awards program - regarded by many as being like the Olympics for the Contact Center World! Join the best from over 80 nations and compete for the most prestigious awards out there!

FIND OUT MORE HERE


Content continues ….

Barb Courneya
Director
ConvergeOne
United States

"Security, Isolation, Potential background noise"

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)
 
Angie Tay
Country Director
TDCX
Singapore

"1. No visibility by supervisors who need to have a feel and touch of their team members
2. team synergy is lacking
3. Data security issues, workers at home can copy or extract all the information
4. Gen X workers might not like this idea"

About TDCX

TeleDirect is only as successful as the agents we assign to our client accounts. We provide exceptional customer service and support for you and your customers by giving you the option of how, when an... (read more)
 
Ken Karchinski
Director Call Center Sales
Aer Lingus
United States

"The potential pitfalls are staff not feeling in touch with the company.
ie. feeling of isolation.,"

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

"not having an adequate hosted system for remote workers to use effectively- if there is no accountability for time and performance then remote workers can 'hide'. ALso training can be more problematic, but this too can be solved with good remote systems allowing supervisoer listening and scoring."

About Wavenet

Wavenet is a trusted supplier of unified communication solutions to thousands of businesses, including Telephony, Internet, Cloud, Security and Mobiles.
 
Babumohanan Kv
ceo
Phykon
India

"1.) They may cheat you by charging you and not working. 2.) Communication is not easy. 3) you may be not get a good product/services."

 
Dennis Cooper
Product Manager/Director
TELUS International
Canada

"- Becoming disenfranchised with organization
- Quality control
- Distribution of confidential client information"

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)
 


"Honestly cant think of any, other than making sure that the remote agents really want to be working at home. People seeking full time "Bricks and Mortar" work will invariably return to that environment."

 


"Social isolation, lack of reliable equipment, technology issues- computer slowness, voice quality"

 

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 - Don’t Over Glamorise Your Job Adverts

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

Published: Wednesday, October 28, 2009

Printer Friendly Version Printer friendly version

2021 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.) 
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!

3.) 
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.

4.) 
Nuxiba Technologies

CenterWare
Nuxiba's Help Desk Software is ideal for delivering top-level contact help desk services. It not only tailors to your existing technology resources but also allows you to set staff priorities that forward clients to the most knowledgeable agents.

Give personalized assistance, and analyze performance with our real-time monitoring, recording, and reports. Integrate Salesforce or VTiger CRM systems, be TCPA compliant, protect your cardholder's data during calls, and more!

Request a quote or demo today and start the journey to increase your first-contact resolution percentages in less than three months!

5.) 
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.

6.) 
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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