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Chai Domingo
Director, Contact Center
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VP Business Development
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Division Staff
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Annie Padayachee
Customer Service Director, South Africa
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Scott Walles
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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. Teleperformance was founded in 1978 in Paris, Fra... (read more)
 
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

Wavenet is a trusted supplier of unified communication solutions to thousands of businesses, including Telephony, Internet, Cloud, Security and Mobiles.
 
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 (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)
 
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 - Engage Your Agents!

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

Published: Tuesday, October 27, 2009

Printer Friendly Version Printer friendly version

2021 Buyers Guide Training

 
1.) 
CTCOMM

Call Centers
Contact Centers
Admin Training
Supervisor Training

2.) 
Davis-Mayo Associates

"Service Excellence" Customer Service Training
Live onsite training for your teams. Experienced by more than 450,000 people in 48 US states and 18 countries. No-nonsense approach by our experts with field-test content customized to your situation and using your scenarios.

3.) 
Happitu

Happitu
Happitu is your customer support team’s personal coach. It guides your team through every interaction with custom workflows, responsive scripting, and dynamic help topics. As a result, Happitu slashes training time, delivers higher resolution rates, and reduces handle times.

Documentation in Happitu is automated, detailed, and consistent. Go beyond handle times and service levels with the rich insights of Happitu – from granular interaction data to aggregate data and trends – you get the complete CX journey!

We intentionally built the Happitu Workflow Designer with your customer support team in mind. Using our intuitive tools that provide quick and safe iteration, you eliminate the...
(read more)
PH: 833-427-7488

4.) 
Lieber & Associates

Training Executives, Managers, Supervisors, and Reps
Lieber & Associates provides training for all levels of the contact center team. The firm customizes its off-the-shelf trainings to meet your specific company needs,

Executive and manager sessions address topics such as customer experience, metrics, technology, AI, and video calls. Supervisor sessions train your leaders to better coach and motivate reps. Phone staff modules include sessions on customer service, order-taking, cross-selling, handling difficult calls, phone "soft skills," and more.
PH: +1-773-325-0608

5.) 
Manitoba Customer Contact Association

Making Training and Development Part of Your Corporate Landscape

Organizations are always on the look out to save money and make more profit. Usually when it comes to crunch time some leaders will scrap training in order to tighten the belt. The downside of this is the cycle it creates.

Because some employers see training as a flexible benefit, employee development is often taken off the table. When employees don’t feel valued it becomes easy to see a revolving door. The constant need to hire goes up which ultimately means costs go up; we know that hiring costs more than retaining the right people.

Start the conversation: Explore our Training Page http://www.mcca.mb.ca/train...
(read more)
PH: 204-975-6468

6.) 
Navedas

CSAT.AI
CSAT.AI Scores Better Customer Service with Gamified Guidance!

CSAT.AI lets agents know when they’re on the right track by predicting CSAT scores in real time (when they’re fixable!) - because most customers don’t leave feedback, they just leave.

Agents have the immediate positive feedback that reinforces good behaviors for self training.
PH: 323-380-8555

7.) 
OMNI HR Consulting (Pty) Ltd

Human Capital & Organisational Development
Omni HR Consulting provides business and people development solutions through Training and Consulting services.

We work across a number of sectors to provide solutions from both a Skills Development / Business perspective.

Skills Development: accredited & non-accredited learning solutions including Learnerships, RPL solutions and Skills Programmes, including a curriculum for developing future skills.

Business Solutions: are designed to be customisable, relevant and industry-related to support businesses to achieve their strategic objectives and needs.
PH: +27 21 685 9160

8.) 
Orion Learning Services Inc.

Learning & Development
Learning & Development for Agents, Supervisors, Managers and Administration/Support Staff

Orion Learning is a global leader in providing accredited learning and development solutions for organizations globally. We offer call/contact center certification programs for Agents, Supervisors and Managers, business certifications and examinations for wide range of topics including project management, change management and service management, leadership soft skills and a full suite of assessment tools which can be used for recruitment, talent management, succession planning and coaching/mentoring. We deliver our solutions to global community and all of our solutions are delivered digitally.
PH: 1-416-992-5158

9.) 
Vads

VADS Training Center
PT VADS Indonesia as a Learning Center provides trainers, modules, development programs for individuals and teams. VADS Indonesia owns a vast curriculum for training provided by local trainers with flexible training locations that can be arranged at the client's place or PT VADS Learning Center. VADS Provide knowledge process, transformation consultancy, customer service training, leadership training, interpersonal development, and training for trainers.

Benefit :
- Customizable training by experienced trainers
- Increase motivation and engagement
- Improves customer service skills and knowledge
PH: 0217991445

10.) 
The Forum

Get connected to raise standards. Established in 2000, we are celebrating 20 years of best practice, our community of professionals is recognised as the ‘go-to place’ for innovation in customer operations, from contact centre and digital to field, back office, branch & retail services, working across all industry sectors.

We offer an independent and trusted space for learning and sharing, proud to welcome members are into a thriving and active community to network with other like-minded professionals. Benchmark against the best in class and learn from innovators and pioneers. Our team of independent experts can also offer bespoke advice, consultancy and training. We have helped many organisations develop the capability of their vital support functions.
PH: +44 (0)3331235960
 

New 2021 Membership

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