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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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We invite you and your colleagues to join us LIVE as we take the highest rated industry conference to the next level! the 2022 World's Best! - join us and the elite in the industry at the 17th annual NEXT GENERATION Contact Center & Customer Engagement GLOBAL Best Practices Conference!

>>>>> FIND OUT MORE: HERE


....CONTENT CONTINUED BELOW
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

TDCX provides transformative digital CX solutions, enabling brands to acquire new customers, build customer loyalty, and protect their online communities. TDCX helps clients achieve their customer ex... (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.
 
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 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 - Vendor Selection

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

Published: Wednesday, October 28, 2009

Printer Friendly Version Printer friendly version

2022 Buyers Guide Translation Services

 
1.) 
OpsTel Services

Platform Data Transformation
OpsTel is proud to provide our clients with a software automation service that is used to aid in the transition from one platform to another utilizing both speed and accuracy. Whether it is going from premises to premises, premises to cloud, premises to private cloud or even a hybrid deployment; OpsTel has the ability to help cut your transition time so you can focus your efforts on remaining architecture priorities.

We’ve observed conversions as high as 85% - in as little time as 30-minutes - with remaining client specific complex integrations being done by employees or professional services of your choice leveraging our Platform Data Transformation™ solution.

Features include:

*T...
(read more)

2.) 
Tru29 Outsource Solutions Inc.

Back Office Solutions
Although the customer-facing type of tasks is essential to good customer experience, tasks being done in the background is as important.

Tru29 has been providing this type of outsourcing solutions to various businesses across the globe so you can be assured of a reliable and experienced workforce.
 

About us - in 60 seconds!

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The Global Top Ranking Performers Awards Are OPEN!


It’s well-known people love recognition. Join us as we share details of the 18th Annual Global ... Read More...
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