#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.
Five steps to make remote working a success
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.
Puzzel (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.
About PR Artistry:
A 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.
Published: Wednesday, April 29, 2020
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.
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