Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

ContactCenterWorld.com

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used

Twitter

Facebook

LinkedIn

Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used

LinkedIn

This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties

OK

Upcoming Events

How To Get Published on ContactCenterWorld.com

HOW TO CELEBRATE INTERNATIONAL CONTACT CENTER WEEK

WORKFORCE MANAGEMENT

ARTIFICIAL INTELLIGENCE AND TECH SOLUTIONS

How To Enter the 2020 Members' Choice Awards - For Vendors

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.

Ring2 Dashboards & Wallboards Free Trial

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.
Company RSS Feed   Company Twitter   Company LinkedIn   Company Profile Page

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 - Do You Divert Calls Between Offices?

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

Published: Wednesday, April 29, 2020

Printer Friendly Version Printer friendly version

2020 Buyers Guide Automated Call Distributors

 
1.) 
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.
PH: +1 512-872-7565
 
Submit Event

Upcoming Events

15th annual Best Practice Conference - this is the contact center world's most highly rated event - a whopping 100% of delegates say they would recommend it!

100's of best practice tips and ideas from contact center professionals Read More...
 7
 8052 
Share

Survey - Online Event

Latest Americas Newsletter
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
CMS =
session cookie set = True
session page-view-total =
session page-view-total =
applicaiton blnAwardsClosed =
session blnCompletedAwardInterestPopup =
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =