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Executive Interview : Working From Home - Exclusive Interview With Lance George from SONKAY

How easy is it to set up a workspace/ home office?
With cloud based technologies, it has become extremely easy.

What technology / equipment do you need?
A decent pc/laptop, at least a Fibre Internet Connection, a cloud based Telephony, CRM, and other platforms required to service customers efficiently.

Do you feel people working from home work harder, about the same or less than those working in an office environment
I do think it's dependent on the individual and if they are self-managed or not. I think that self-managed individuals are more productive at home.

What advice would you give anyone working from home for the first time and how to adapt?
I recently did a LinkedIn Post on this. This is my Top 4 ways to adapt.

1. Set a time to get up in the morning and to start your work day, then stick to it. IT MUST become your new ROUTINE.

2. Get dressed, do not stay in your pj's. Psychological probably, but I found it's imperative for productivity.

3. Have specific space dedicated for you to work at.

4. And most important.. ENJOY it.. IT IS AWESOME! being productive and doing it from the comfort of your home.


Does working from home affect your quality of life? (i.e. less travel time etc = more leisure time)
Absolutely, it impacts your financial life, emotional life and overall well being positively.

How does working from home affect your home life? (for example if you have children, partner etc)
I have the ability to schedule work so that I am able to spend time with my family, especially with sporting events.

Do you feel like a proper employee? i.e. you are at work when working from home?
No, I feel like its my own business.

When you work in an office and you leave you disconnect from work - literally. If you work at home how easy is it to dis-connect from work?
That is a challenge, not very easy to disconnect from work. However, just like in the morning when you set a routine, you have to do the same for your end-of-day as well.

How do you stay motivated when working from home?
My productivity levels keep me motivated.

What would you say is the best part of working from home?
The ability to earn a living without having to be subjected to constant micro management.

How easy has it been to make the transition and what lessons did you learn along the way?
It wasn't easy at first. The biggest lesson I've learnt is to work out a routine and as far as possible, stick to it.

What would you say is the worst part of working from home?
When you have pc/technical issues and you don't have an IT support team to assist immediately.

Do you feel safer (e.g. don't travel, won't catch viruses from colleagues etc) working from home?
Yes

How do you control distractions at home - for example children, dogs etc.
As far as possible, I schedule my day to be at max productivity levels when my kids are at school and then again, when they are in bed. When they come home, I dedicate at least 3 hours to them.

Do you prefer working from home? Yes/No? Explain why
Yes, its a sense of pure accomplishment to not only be productive, bur also excel, and it's through self-motivation and drive

How do you measure productivity of home based agents and also availability?
With cloud based systems, you able to have the exact same measurements in place that constitutes productive and available hours, so no different in how its measured when at the office.

How do you ensure security of information?
All cloud based system should be compliant in the various security disciplines.

How do you ensure staff work to the same high standards when they are an office?
Trust is a part of it and also the ability to do the same checks remotely that would have been done in an office

How do you keep in touch with staff during the day?
Zoom huddle sessions with everyone's camera on..


Any other comments you would like to share about working from home - the good or the bad?
While I believe in the work-from-home model, it is optimal for individuals that are self-managed, self-motivated and understands that without these attributes, working from home and being productive, will be hard.


Today's Tip of the Day - Act On Your Customer Intelligence

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

Published: Friday, April 17, 2020

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2021 Buyers Guide Help Desk Software

 
1.) 
eGain Corporation

eGain CallTrack™
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.

2.) 
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.

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 need to involve IT or Development. Yes, you will no longer have to dread submitting a change request to Devin from IT!

Try it free for 45 days!
PH: 833-427-7488

3.) 
Knowmax

Knowmax
Knowmax is an omnichannel knowledge management platform. Our mission is to transform contact centers into resolution centers and drive customer self service.
The platform is an industry-agnostic enterprise-grade knowledge platform with components helping in easy findability of actionable information at the right time across the desired touchpoint.
PH: +91 9702626568

4.) 
Nuxiba Technologies

CenterWare
Nuxiba's Help Desk Software is ideal for delivering top-level contact help desk services. It not only tailors to your existing technology resources but also allows you to set staff priorities that forward clients to the most knowledgeable agents.

Give personalized assistance, and analyze performance with our real-time monitoring, recording, and reports. Integrate Salesforce or VTiger CRM systems, be TCPA compliant, protect your cardholder's data during calls, and more!

Request a quote or demo today and start the journey to increase your first-contact resolution percentages in less than three months!

5.) 
OneDesk

OneDesk's software combines Helpdesk & Project Management into one application. No need to purchase, integrate and switch between applications. Your team can support your customers and work on projects in one place. Aimed at SMBs as well as departments at large enterprises, OneDesk is frequently used by project managers, customer service, IT, professional services and more. This easy-to-use, feature-rich, and highly configurable software can manage both ticket & task workflows.
PH: (514) 731-6878

6.) 
Teckinfo Solutions Pvt. Ltd.

ActivDesk Help Desk Software
ActivDesk Help Desk Software is an intelligent ticketing software for multi- channel customer interaction & engagement. It streamlines the entire ticket management process. With its SLA & escalation management, it enables your help desk to deliver enriching customer experience.
 

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