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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.

Dean LaGrow
Call Center - Manager
Phlanges Design
United States

"VOIP and call recording are huge in any customer facing remote or onsite team. Save some money and know the Voice of the Customer."

 
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."

 
Pamela Smith
EVP, Marketing
Teleperformance United States
United States

"Security, routing"
About Teleperformance United States

Teleperformance is a global provider of customer experience management and global technology solutions through the implementation of RPA, AI and BOTS. We have nearly 80% of the Fortune 1000 companies... (read more)
 
Ring2 Dashboards & Wallboards Free Trial
Russ Kulow
Sales Director
AT&T
United States

"IPT and IPCC have enabled this model ."
About AT&T

Recognized as a worldwide provider of IP-based communications services to businesses, AT&T is also a provider of wireless, high speed Internet access, Wi-Fi, local and long distance voice, and directo... (read more)
 
Gene Schaedel
Call Center Management Consultant
United States

"An ACD system that allows them to view the phone status of their workers in conjunction with a CHAT (not IM) system to communicate with all at home workers."

 
Mike Boyle
Consultant
Independent
United Kingdom

"Technology should not be a limitation. Today it is easy to build a secure virtual contact centre and use workforce optimisation tools to manage and develop the personnel. The complication is how to then provide appropriate feedback to the advisors/agents and create/maintain the virtual team."

 
Malick Mohamed
Center Manager
Ikas Technologies
India

"Perfromance Management and Process Management. A good communication system should be in place. Remote workers should have the feeling of ownership, as company employees."

 
Natalie Romano
Managing Director
Avaya
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
BT
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
Director
ConvergeOne
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
Country Director
TDCX
Singapore

"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

TeleDirect is only as successful as the agents we assign to our client accounts. We provide exceptional customer service and support for you and your customers by giving you the option of how, when an... (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
Director
Wavenet
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

UK Data IT Ltd provides services to help companies who make outbound calls for sales, marketing, debt recovery, canvassing of opinion, charitable donations and market research.
 
Richard Walters
Director
Commendium Ltd
United Kingdom

"There is plenty of technology - even basic microsoft office has features to help"
About Commendium Ltd

Commendium Ltd offers eCommerce, blending marketing, telecommunications and customer services.
 
Diane Peirce
Call Center Director
Numeris
Canada

"chat lines and messenger extremely important and a dedicated supervisor to remote workers to assist with equipment issues and coaching and monitoring"

 
Babumohanan Kv
ceo
Phykon
India

"1.) Email/Chat/ Video conference/Voice chat. 2) Task/Project management systems. 3) Remote Login"

 
Steve Mosser
CEO
Sensée
United Kingdom

"TeamTonic is a remote management toolkit which connects managers, planners, supervisors and remote workers to bring them together under one virtual roof. It provides team chat rooms, secure mail, RT reporting and monitoring as well as scheduling and activity tracking."
About Sensée

Sensée helps UK organisations to improve their business performance and provide customer service. Our team of service advisors (as well as our support and management staff) are employed and work entir... (read more)
 
Dennis Cooper
Product Manager/Director
TELUS International
Canada

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

TELUS International - a global contact center outsourcing, BPO and ITO company with delivery centers around the world, including in Canada, the United States, Central America, Europe and Asia. TELUS I... (read more)
 
Jacob Murray-White
General Manager
IVE Group Limited
Australia

"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."

 
Mary Naylor
CEO
VIPdesk Connect
United States

"Communication tools are key--from instant messaging to tele- and vide-conferencing, an intranet, and file-sharing. It is necessary for remote team members to be able to communicate as easily with their colleages as they would in a centralized location."
About VIPdesk Connect

VIPdesk Connect, a U.S. based provider of outsourced home-based customer care services, utilizes a home-based team of Brand Ambassadors (BAs) located across 23 States. VIPdesk Connect hires awesome pe... (read more)
 
Gina Minas
Manager, Health Resources
Northwestern Memorial Hosptial
United States

"Same technology they use for office employees."

 
Jacqueline Forsythe
Triage Nurse Manger
Detroit Medical Center
United States

"We are currently using Siemens switch for our phones with reporting capability ( avg talk time, avg work time, etc. Payroll system that shows what time agent logs into the computer. Care Enhance Call Center application that documents all encounters with clients."
About Detroit Medical Center

The Detroit Medical Center is a Detroit-based non-profit corporation that owns and operates nine general and specialty hospitals in southeast Michigan.
 
Martin Catchpole
Operations Director
Call Catcherz Ltd
United Kingdom

"I could name a dozen decent names on here that will help businesses set up their remote agents, to be honest there is just too many out there at the moment that will help them get going but what I woudl say is make sure that the software ticks all the right boxes. Also consider a bespoke platform as this will give you alot better results than a generic package."

 

About ContactCenterWorld:
Company LogoContactCenterWorld is The Global Association for Contact Center & Customer Engagement Best Practices. Today we have over 205,000 corporate 'individual' members have joined the association's website 'ContactCenterWorld.com'. We were established in 1999.
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Today's Tip of the Day - Lifetime Of A Number

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

Published: Tuesday, October 27, 2009

Printer Friendly Version Printer friendly version

2020 Buyers Guide Call Routing Optimization

 
1.) 
Eastwind Communications

Eastwind sells Oracle, Ribbon, and Dialogic SBC and routing solutions for both premise-based and cloud-based deployments along with Microsoft Teams integration. Eastwind offers managed service offerings and complete 7x24 support.
PH: 508-862-8600

2.) 
Lieber & Associates

Call Routing and Contact Center Optimization
L&A provides consulting services to optimize contact centers, including call routing, skills-based routing, and multi-location routing. The firm's senior consultants have several decades of experience each in this area and work with all vendors' systems. L&A's president pioneered skills-based routing.
PH: +1-773-325-0608
 
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