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Industry Research : Remote Work Expectations High Among Businesses

#contactcenterworld, @CCMerchBPO

While much has been touted about employee needs amid the "new world of work", businesses are also envisioning new ways for future operations post-pandemic.

A global study conducted by PC maker Lenovo shows a vast majority of businesses (83%) expect to work remotely at least half the time, with employees sharing the same sentiment.

The study, the "Future of Work and Digital Transformation", surveyed more than 8 000 employees and ICT decision-makers across 14 markets from companies of all sizes on the impact of remote work, including job satisfaction, technology challenges and solutions.

Key among the study’s insights, says the Chinese multinational technology company, is that most workers reported to have adapted "remarkably well" to working from home and work from anywhere.

As a result, most businesses expect workplace changes due to COVID-19, anticipating employing some form of hybrid work model, with employees working both at home and in the office, notes the study.

"Over the past year, businesses and employees alike have gained deep understanding of both the challenges and benefits of remote working practices," says Shashank Sharma, executive director and GM for Lenovo Middle East, Turkey and Africa.

"As organisations the world over seek to adopt hybrid working models, today’s IT departments must grapple with the domains of data security and compliance more than ever. Businesses need reliable technology partners to fully manage their hardware, software and services to maximise value, boost security, and ultimately empower employees to work from anywhere."

A bit of both

The hybrid way of work allows employees to split their time between working from home and coming into a shared office environment.

The Lenovo study shows most employees (83%) want a hybrid-work model post-COVID, saying the flexibility leaves them more satisfied with their job overall.

According to 60% of the surveyed employees, they now prefer remote work at least half the time, while over one-third want to work from home or work from anywhere most or all of the time. This sentiment, notes the study, increases among workers in larger companies, with approximately two-thirds of those respondents in large companies preferring to work remote at least half the time.

"It’s not unusual, particularly in large organisations, to be working with teams across continents and time zones, which make the physical location of an office less relevant for effective collaboration."

Similarly, tech provider Microsoft’s first annual Work Trend Index found 73% of workers want flexible remote work options to continue.

It points out that remote job postings on LinkedIn increased more than five times during the pandemic, adding that over 40% of the global workforce is considering leaving their employer this year and 46% are planning to move now that they can work remotely.

A 2021 study by the Boston Consulting Group found that 53% of South Africans would give preference to a job that allows them to work from home some of the time, while PwC found that work-from-home (WFH) was one of the top 10 work preferences in SA.

Blurred lines

According to the survey, remote work has also led to a new suite of digital hardware, software and services solutions, noting that employees’ collection of devices and technology for work has become increasingly personal and collaborative.

"Employees are increasingly leaning into the use of their personal devices such as laptops, smartphones and tablets for work, with 79% of employee respondents saying they’re now using their smartphones for work-related tasks, such as voice and video calls, e-mail and work chat."

When it comes to PCs, technologies such as artificial intelligence-based noise cancellation during calls, webcam privacy shutter, eye care for displays’ natural low blue light and better device cooling rank as the top smart device features across employees of all business sizes.

However, workers aren’t taking enough advantage of company programmes to finance their technology purchases, finds the report. "While 80% of IT departments reported they are willing to cover purchases of work-related equipment, sometimes as little as 22% of employees have used these policies.

"Unsurprisingly, collaboration cloud and software tools for needs like video calls and simultaneous document collaboration are now essential for 97% of employees. Almost two-thirds of respondents also say these tools help improve productivity and efficiency."

2021 and beyond

Closer to home, a study conducted by business process outsourcing solutions provider Merchants found that recruiting the right talent is arguably the most important element of a successful work from home strategy for any business.

Merchants deployed over 2 000 agents to work from home during the COVID-19 pandemic. The business carried out a study to determine the top performers within the organisation and those working from home.

According to Merchants research, those agents working remotely are most successful when they are detail oriented, disciplined and committed, empathetic and caring, prioritised personal integrity, and respectful and well-mannered:

On the other hand, top-performing agents working from the office are adaptable, articulate, disciplined and committed, with the desire to make a difference and a positive attitude.

"While WFH might be a popular option among local employees, many business leaders have learned that some employees are better suited to working from home than others – especially true in the contact centre environment, where providing a positive customer experience is increasingly important for success," says Merchants CRO Mathew Conn.

"By understanding what behavioural traits drive top performers, businesses will be able to design and carry out the correct training and development programmes to ensure all new and existing employees are working in roles that are well-suited to their personality type, in which they can grow and flourish."

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.itweb.co.za


About Merchants:
Company LogoMerchants, a Dimension Data Group company, is a provider of bespoke outsource contact centre solutions and has a 25 year track record of delivering customers contact centre solutions for a variety of blue chip organisations, globally.
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Today's Tip of the Day - Back To The Basics

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

Published: Monday, June 7, 2021

Printer Friendly Version Printer friendly version

2021 Buyers Guide Customer Experience (CX)

Page: 123
1.) 
3Fiftynine

Branches
Improves customer experience by helping find the agent the right information within a click.

2.) 
Abacus Cambridge Partners

Combining unmatched experience and specialised skills across more than 40 industries and business functions, Abacus works at the intersection of business and technology to help organisations meet their key priorities and create sustainable value for their stakeholders. Headquartered in the United Kingdom and offices in the United Arab Emirates, the Kingdom of Saudi Arabia, Pakistan and Egypt, Abacus has more than 800 global customers and over 2800 customer-focused employees working in 30+ countries.

We offer the following services:

Business Process Outsourcing
Customer Experience and Customer Relationship Management
Enterprise Resource Planning
AI & Robotic Process Automation
API M...
(read more)

3.) 
AmplifAI

AmplifAI Performance Acceleration for Sales & Service
AmplifAI integrates all contact center data sources, and uses AI to drive personas which capture the metrics and behaviors of high performing agents, and then delivers actions to the organization to replicate the high performers. This process drives a sustainable and consistent agent improvement model that allows for faster speed to proficiency and improved performance across the call center resulting in improved productivity, sales and customer experience.

4.) 
Aspect Software

Aspect CXP Pro
Aspect CXP Pro is a feature-rich, cost-efficient software suite that pairs Aspect's powerful application lifecycle management platform, Aspect CXP, with its enterprise-class IVR platform, Aspect Prophecy—for a complete toolset that empowers enterprises to easily design, implement, deploy and manage IVR and digital self-service applications across multiple customer channels. With its easy-to-use web-based Business User Interface, even non-technical staff can quickly implement changes, roll out updates, monitor usage and maintain the entire array of self-service applications for voice/IVR, mobile web, messenger apps and SMS.

5.) 
At Random Communications

Contact Center Observation Services
Remote Contact Center Monitoring Programs - Working closely with your staff every day can often take complete objectivity out of the picture when trying to evaluate quality and agent performance.

Telephone/Email/Chat Mystery Shopping - A well-planned mystery shopping program can yield invaluable data about how your customers view the quality of your contact center service interactions.

Competitor Analysis - ARC Competitive Analysis Programs are designed to objectively compare your company with your competition.

Customer Satisfaction Surveys - ARC’s Customer Satisfaction Survey programs are designed to provide you with an objective measuring tool for gauging the level of customer sa...
(read more)

6.) 
BravaTrak

BravaTrak
BravaTrak is the High-Performance Coaching System for contact centres. It helps you increase customer experience while improving employee engagement.

It does this, by:
- Providing you with a customer experience coaching framework
- Turning your managers into High-Performance Coaches
- Giving you real-time visibility of your managers’ coaching activity

We’ve refined this system over the past 27 years, working with over 50 large organisations. It’s been tested and proven across inbound sales and service, and outbound sales and retention.

Whatever the nature of your channel, BravaTrak can help you avoid missing your customer experience targets, while improving employee engagement.

7.) 
Britannic Technologies

INBOX
INBOX: A place for every digital interaction!

INBOX allows any digital interaction to be blended into single or multiple queues with zero service interruption with implementation. Organising them by business context with smart tagging and search filters, the events can be automatically prioritised and categorised.

Automating the route to the correct agent or business orchestration rule. It also connects with all your social media channels, enabling you to respond and route accordingly in real-time.

8.) 
Calabrio

Calabrio ONE Workforce Optimization
Calabrio is revolutionizing the way enterprises engage their customers with Calabrio ONE, a unified workforce optimization (WFO) suite—including call recording, quality management, workforce management, voice-of-the-customer analytics, and advanced reporting—that records, captures and analyzes customer interactions to provide a single view of the customer, and improve the overall agent and customer experience.

9.) 
Callsultant

Outsourced Contact Center Services, Contact Center Consultancy Services
We offer a wide range of inbound and outbound services including;
-Sales, lead generation, market research, fundraising, appointment setting, collections, telemarketing, customer service, help desk, order taking, technical support. In addition, we provide omni channel support services such as chat & email support along with back office processing services such as transcription, data entry, Order management, E-Commerce order follow-up.

10.) 
ComSys S.A.

CFront for Digital Communication Channels
CFront by Comsys is a state-of-the-art application that enriches contact centers with digital communication and collaboration capabilities. CFront is natively compatible with Aspect Unified IP and Cisco Unified Contact Center (UCCE/UCCX) platforms and connects them with all the major communication channels.
Comsys is a provider of οmnichannel customer engagement solutions that assist companies around the world in delivering unique customer experiences. For the last 15 years, Comsys designs and implements complex projects for clients from the outsourcing, financial services, telecommunications, and retail sectors. Comsys enjoys strategic partnerships with technology vendors like Cisco®, Aspe...
(read more)

11.) 
Conectys

Conectys delivers a wide range of customer experience solutions including customer service, technical support and virtual assistant solutions.

We provide omnichannel customer support services through phone, email, web tickets, live chat, social media, good old fax, and the latest mobile apps. From switchboard solutions, to customer and technical support, we have the outsourced call center service package to fit your requirements.

12.) 
Consilium Software

Consilium UniRSM™
Many contact centers are providing critical services in these challenging times, with agents not only having to handle new customer situations, but also with agents often working alone from home without the face-to-face support of their supervisors and managers, who may also be working remotely. Trained and proficient agents translate into happy customers, with monitoring and coaching playing an important role in developing agents’ abilities. Consilium UniRSM™ is a perfect solution for this, where supervisors can perform real-time quality monitoring and coaching by dialing in from any phone with secure, role-based access.
Has your contact center moved to Cisco Jabber softphones for agents,...
(read more)

13.) 
ContactEngine

ContactEngine connects conversations across entire customer journeys with One Voice delivering exceptional CX and demonstrable business value for organizations around the world.

ContactEngine provides proactive customer service by helping your customers through the channels they’re most comfortable with. It aims to contact your customer before your customer contacts you.

14.) 
Creative Virtual

V-Person™
Creative Virtual's V-Person virtual agent/chatbot technology and V-Person Live Chat™ bring together humans and AI to create conversations with customers and employees across touchpoints in a seamless, personalised way and at large scale. V-Person conversational AI solutions can be deployed across any channel (web, mobile, social media, messaging apps, voice, IVR, smart speakers, kiosks, contact centre, HR, service desk) in over 35 languages.

V-Person virtual agent/chatbot and live chat implementations are underpinned by V-Portal™, our knowledge management, workflow management and business intelligence orchestration platform. We use a hybrid approach of natural language processing (NLP),...
(read more)

15.) 
CUSTOMER SQUARE

CROSSCRM.CX
Cross CRM is powered by Customer-Square,french firm specializing in customer-relationship and contact centers, since 2008 we help companies with a large customer capital to maintain, and develop.

Originally for our own needs, the CRM analytics services and Quality Monitoring provided by Customer-Square, we began to put CROSS-CRM.COM on the market in 2013.

CROSS-CRM manages daily interconnection with your CRM tools to centralize data and analyse CX on all channels, and is able to provide deep analytics insights.
The platform also provides Quality Monitoring, Speech Analytics and Survey tools to get a 360 view of your customer interactions.

We ended this features list in 2008 by add...
(read more)

16.) 
Customer Touch Point

Engage To Influence
Customer Touch Point specialises in long-term and instant impact customer experience solutions for organisations worldwide, providing the tools and support they need to deliver effortless customer experiences. We are also the brand behind the powerful Engage to Influence™ methodology, which sits at the core of every single customer project.

By delivering real-time customer insight; designing customer journeys to positively influence behaviour; and implementing end-to-end technology solutions that provide a seamless experience across all channels, we enable our clients to improve customer experiences and reduce cost of contact at the same time.

Our solutions include:

• Contact Cen...
(read more)

17.) 
Eckoh

Eckoh Experience Portal
Cloud-based portal that delivers Eckoh's complete Secure Payment and Customer Engagement solutions. Simply take the solutions you need today and add additional ones as you need them. All from one supplier.

Flexible to scale up, and down, to suit your business needs and helps you prepare for future customer engagement needs.

18.) 
eGain Corporation

eGain Virtual Assistant™
eGain Virtual Assistant™ is a lifelike, conversational virtual agent providing a unique, interactive, and personal way for users to get answers and assistance on your website, 24 hours a day, 7 days a week.

A user simply chats with the virtual assistant (also called virtual agent or chatbot) like they would with any human agent. The chat bot understands not only the words but also the intent, thanks to a portfolio of AI technologies, including machine learning and reasoning. It acts like a guide, helping customers navigate the website and taking them to the relevant place. The VA provides answers to customer queries, even helping in shopping decisions. At any point, it can seamlessly esca...
(read more)

19.) 
First Orion

Branded Phone Call Solutions
First Orion's Branded Phone Call Solutions includes two different products: INFORM and ENGAGE.

INFORM is a next-generation branded caller ID solution that enables businesses to display their company, department name, or a message on consumers’ mobile devices during outbound calls. INFORM enables businesses to increase answer rates by up to 2x over anonymous caller ID – to deliver a better customer experience, rapidly resolve customer issues, and drive higher conversion and revenue. INFORM is a SaaS solution that can be up and running literally in minutes with nothing to install or support.

ENGAGE is a next-generation branded call display solution that enables businesses to display a c...
(read more)

20.) 
Frontline Call Center

Contact Center Outsourcing
Frontline provides customer care, technical support, and patient engagement through outsourced service agents for 10 core industries on behalf of over 100 different brands. We understand that you have the same pride in your business that we have in our own. For this reason, we approach client relationships as a partnership, acting as an extension of your vision and team. Support is measured biannually to make sure that our CSAT and NPS scores stay above industry standards. We are always open to supporting new genres when the fit is right.
 
Page: 123

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