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Mohamad Irvan
Customer Care Operation Manager
David Chacon
Global Growth & New Operating Models Director
Vijay s

Article : Technology for Remote Workers

For a business manager who is looking at remote workers for the first time, what technology can they take advantage of and how does this help them manage performance? We asked this very question to our members, all industry professionals, to find out what the answer was.

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

"It is fundamental that a remote worker is allowed access to the same information that an office worker has, so the deployment of secure remote access to company servers, databases, CRM systems and other management information is imperative. The speed of the network also needs to be fast and effective, so that the remote worker is allowed to work at the same speed as the office worker. Access to the same telephony system as the office is also useful, so that calls can be received, transferred and made in the same way as the office telephones. IP telephony is excellent for this. It is also a "nice" touch if the remote worker is given a camera and mic/telephone extension so that they can see the office environment and speak to staff directly, if and when they want. If it is a two way mic and camera setup, the office can also see the remote worker too. The technology offered to the remote worker needs to be used to allow them to work seamlessly like they would in the office and have exactly the same tools available to them. This will allow them to be monitored and measured on their performance in the same way as the office based workers."

Natalie Romano
Managing Director
United States

"Technology solutions today make it easier to monitor and manage an employees activities in real-time as well as monitor the duration a remote worker is connected to the corporate network AND has activity on the network. (i.e Not just VPN'd into the network, but accessing databases, intranet, etc. that are typically required to perform job duties and responsibilities.)
Having a reliable, secure solution that enables management to observe calls, record calls, screen captures, etc. & monitor as if they are in the office is key. My recommendation for business managers is to first identify their requirements - consider all options based on what makes sense and applies to their specific business - which will translate into technology options should include
1. Will or Do the Agents have at least basic tech-troubleshooting knowledge (recommended)
2. Ability to work independently
3. Collaboration tools like instant messaging & web collab, (recommend they have multiple communication channels/options available to the agents AND supervisors
4. Easy access to supervisors and subject matter experts
5. Access to 24/7 Helpdesk
6. Agent training (on-site vs eLearning)
7. Home distractions - working from home isn’t for everyone
8. Requirements for Call Recording and Quality Monitoring?
9. Requirements for integrating Workforce Management
10. Security and Federal or Legal requirements (i.e. HIPPA for healthcare)

And most importantly, define and build the processes and"

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
United States

"remote desktop; time management software, VPN access, periodic audits"

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)
Barb Courneya
United States

"Most good contact center technology allows manager to monitor remote agents the same as if they were in the office"

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

"Any technology available in the market is able to do this. It is more of the people behind the engines who need to get used to it and manage their people remotely."

About TDCX

Singapore-headquartered TDCX provides digital CX solutions, enabling brands to acquire new customers, to build customer loyalty and to protect their online communities. TDCX helps clients achieve t... (read more)
Ken Karchinski
Director Call Center Sales
Aer Lingus
United States

"The proper systems need to be in place to support remote agent. A quality ACD to monitor
quantity, a monitoring system to review calls and give feedback, and an e-learning
system to communicate any changes"

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
United Kingdom

"Hosted diallers, Hosted CRM, Hosted inbound skillls based routing, home PC screen pop with script and all customer detials, all now avauilable as integrated systems"

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

"Secure remote sessions with double authentication into enterprise and client systems (i.e. DMZ terminal launchpad)"

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)

"Beyond the enablers such as Citrix and a remote agent ACD, a robust chat product is essential along with appropriate virtual community systems. These will help develop a sense of community and drive performance."


"Same technology they use for office employees."


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 ''. We were established in 1999.
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Today's Tip of the Day - Choosing a Vendor

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

Published: Tuesday, October 27, 2009

Printer Friendly Version Printer friendly version

2024 Buyers Guide Payment Services


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)


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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