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Article : Remote Working - 5 Steps to Success with Integrated Workforce Management

#contactcenterworld, @puzzelsolutions, @PRArtistry

The COVID-19 pandemic has required many business leaders to reconsider how to make a success of remote working. With increased pressure from customers and unpredictable call volumes, managing and motivating key contact centre workers are especially challenging. Børge Astrup, CEO of Puzzel discusses how integrated Workforce Management (WFM) can help.

A confession - until recently, like many other business leaders, I viewed remote or homeworking with some scepticism. A number of unanswered questions bothered me. Would teams underperform? Would management structures struggle to maintain discipline? Will our company culture be adversely impacted?

Thankfully, over the past few weeks, I’ve learned the answer to all these questions is a resounding "No". In fact, we’ve discussed that when it is properly implemented, remote working brings a number of advantages. We certainly don’t know all the answers, but my leadership team and I are rapidly learning how to make the most out of our cloud-based tools and how to use them to motivate, manage and influence behaviour remotely. Here are a few observations on this journey so far. Maintaining the highest possible level of customer service has never been so important. This is easy to say but very difficult to achieve – especially when so many companies are experiencing unpredictably high demands on their contact centres. But now, more than ever, companies have to communicate quickly and effectively with their customers because when COVID-19 is over customers will remember the brands that supported them most.

Operations that rely on legacy, on-premise solutions are perhaps least able to offer a homeworking option to their staff. The situation is, of course, exasperated if they lack true omni-channel communication capabilities as they cannot provide alternative methods for customers to get in touch. I’ve even heard of some companies having to resort to writing to customers asking them to only get in touch in an emergency. Here are more recommendations to make remote working a success.


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Five steps to make remote working a success

  1. Cloud-based platforms provide agility, simplicity and more efficient employees – the cloud allows people to work from anywhere using a simple internet connection plus a softphone or their own device. In an instant, contact centres can enhance their capacity to cope with increased demand.

  2. Make the most of easy integration – the most efficient customer service platforms were born in the cloud. They enable contact centres to rapidly extend their capabilities through the addition of ticketing, email automation and workforce management (WFM) solutions. A robust cloud-based platform should be able to integrate with existing customer service technologies, so that with the right solution in place, companies can better forecast, schedule, manage and optimise frontline requirements during demanding periods.

  3. Maximise scalability and flexibility – unexpected events can wreak havoc with even the best planned staff schedules. Adding automated WFM helps companies of all shapes and sizes operate more efficiently during challenging and volatile times. Modern, cloud-based platforms enable business leaders to remotely monitor, manage and optimise their contact centre operations. An agile approach is essential and when properly implemented, there is no reason why individual employees, teams and departments or even entire global operations cannot be managed this way.

  4. Nurture future staff loyalty now – survival might be today’s priority but when normality returns, employees will remember how they were treated during this emergency. Whether they repay employers through greater loyalty or joining the competition must be a consideration. The latest WFM technology can actively assist forward-looking employers to retain their top contact centre talent. The best technologies enable businesses to finely balance the factors that keep agents busy, engaged and happy. Some progressive companies schedule a time for homeworkers to deal with children and manage busy households. Personal development, e-coaching and team-building exercises should also be factored into the mix.

  5. Be part of a collaborative eco-system – our workforces may individually be working in isolation right now, but it is critical to remember that all our businesses are part of a greater eco-system. Successful contact centre strategies are dependent on a network of partners and vendors. Choose your partner wisely – you’ll gain the most support, knowledge and experience from those who are most committed to creating an open-customer service environment. At Puzzel, we think of this eco-system as a neighbourhood where we all co-exist and look out for each other’s interests.

During these challenging times, maintaining the highest customer service standards can still be achieved if your solution is built on the right foundation. In my view, this means a robust combination of cloud-based solutions, typically blending a contact centre omni-channel platform with a workforce management solution to optimise traffic and resources.

#contactcenterworld, @puzzelsolutions, @PRArtistry


About Puzzel:
Company LogoPuzzel (formerly Intelecom) builds on 20 years’ heritage. It was one of the first pioneers to develop a cloud-based contact centre. Puzzel also encompasses leading mobile messaging and mobile payments to deliver a flexible and customisable customer interaction platform to meet the needs of today’s omni-channel and mobile environments. Headquartered in Oslo, Norway, Puzzel employs over 130 people who are all passionate about delivering innovative customer interaction solutions for contact centres and mobile environments.
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About PR Artistry:
Company LogoA fresh approach to IT PR and Content Creation that focuses on deliverables. Whether you are looking to scale up, expand, move into new markets or sectors, or in preparation for attracting new investors, whatever your goals, PRA has the experience and skills to provide help, guidance and a useful extra pair of hands. We have over 25 years’ experience in the tech sector and we are still excited by the pace of change and innovation. We can quickly understand the essence of your business and what makes your products and services uniquely compelling. We don’t just create content we promote it and provide a monitoring service to measure success.
Company RSS Feed   Company Twitter   Company Profile Page

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, April 29, 2020

Printer Friendly Version Printer friendly version

2021 Buyers Guide Payment Services

 
1.) 
Branch

Branch Employer Payments Platform - Earned Wage Access
Give employees instant access to a portion of their earned wages before payday! Branch helps businesses modernize their payment methods to empower working Americans. Earned wage access—with no-fee banking and access to a digital wallet and free debit card—are just some of the tools in our fast, free, and flexible platform. With Branch, businesses streamline existing payroll processes, save money, and provide faster payments and free digital banking to their employees—no pre-funding or capital required.

2.) 
Eckoh

CallGuard, ChatGuard,
Securing payments for on-premise or remote agents for telephone, IVR, web, mobile, Chat and Chatbot.

A patented technology that is flexible way to take secure, PCI DSS compliant payments via live agents over the telephone, web, Chat, Chatbot, or IVR. No sensitive data enters the contact centre environment so, agents do not see, hear, store or record any card or personal details.

CallGuard can be deployed in various ways to fit the way your contact centre works. The solution can de-scope all, or parts, of your contact centre from the scope of PCI DSS compliance and works just as well for on-premise or home/remote working agents.

ChatGuard makes payments in Chat PCI DSS compliant and...
(read more)

3.) 
PayGuard

PayGuard®
Award-winning PCI compliance phone and multi-channel payment application.

PayGuard® is easy to deploy, very easy for agent to use from the office/contact centre or from home and is affordable.
 

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