Here are some essentials needed to deliver a consistent standard of customer service, no matter how your contact centre team members are distributed:
Agents need to be able to work from anywhere with just a PC, Internet connection and headset
Aim to ensure the same level of functionality is available remotely that your customers are used to day-to-day
Ease of Use
Without the office infrastructure you need agents to be able to easily function alone
A Quick Guide to Managing Remote Contact Centre Agents
While many organisations were already looking at increasing remote working, pandemic-driven lockdowns made it a business imperative overnight. As the new normal brings new challenges for contact centres and changing needs from customers, agents and the business itself, interim solutions implemented for the lockdown may not be able to cope moving forward. This guide provides insight into the tools businesses need to adopt to successfully manage their remote workforce over the long-term:
- Embrace innovation through the cloud and AI
- Effectively manage service quality
- Optimise agent performance and wellbeing
- Ensure security and compliance
Contact us here to let us know your needs.
As some of the necessary workarounds put in place quickly to enable homeworking are now starting to creak (Reported by “The 2020-21 UK Customer Experience Decision-Makers’ Guide“) you might be in search for a robust, feature-rich solution to support your remote workforce longer-term. Enghouse Interactive offers two primary options:
- Enable your existing contact centre platform to support your existing agents remotely
- Quickly deploy our Enghouse Cloud Contact Centre to new remote worker destinations
Enghouse Cloud, our award-winning cloud contact centre, can be set up and operational in just hours, and provides a feature rich solution along with an extensive set of reporting, call recording, agent evaluation tools, workforce management and advanced integration capabilities. Enghouse Cloud Contact is the solution for your profitable, customer-centric business – fill in the form to talk to one of our experts.
The benefits of homeworking for the contact centre
In light of ever evolving customer expectations, volatile market conditions and a growing talent shortage, businesses are turning increasingly to alternative ways to operate their contact centre. Setting up skilled agents with the right technologies in a secure and robust work-from-home environment can significantly burst capacity and productivity of your contact centre.
Remote agents can be deployed relatively quickly and at short notice, offering immediate support in times of fluctuating, unplanned demand or seasonal peaks. Work-from-home contact centres not only offer businesses the agility and scalability to drive exceptional customer experience and profitability but also hold the potential to significantly enhance the work-life balance of their employees.
Access a wider talent pool across geographies
Ensure business continuity and uninterrupted operations
Easily ramp up or down as you need to adapt to unforeseen events or changes in contact volumes
Minimize carbon footprint and create a positive environmental impact
Improve staff productivity and retention
Enhance customer satisfaction and loyalty
ContactBabel: The Inner Circle Guide to Contact Centre Remote Working Solutions
This report aims to show how to move successfully to a remote working model, as well as tips on managing the motivation and performance of homeworkers, the costs and timescales you can expect, and how to ramp up self-service and digital channels to handle any increase in contact volumes and staff absence.
A Quick Guide to Remote Working for the Contact Centre
This guide offers guidance on all major considerations for optimum operation of your remote contact centre such as equipment and software needs, tools to help, access and security considerations, planning recommendations as well as ways to ease the transition for your customers and helpful tips for your staff.
Blog: When Home is the New Office
At times of crisis, it has always been key that businesses have been able to keep up and running by ‘switching on’ homeworkers, using technology, online capability and cloud capability and now the ability to provide real time collaborative video connectivity is enriching the whole experience. Read on to find out how business can keep operating in crisis times.
Top 4 Challenges Solved by Video Collaboration
As today’s business leaders seek to grow their companies, drive value, and optimize operations, they understand that employees need efficient and effective interpersonal collaboration to meet strategic goals. With the right video conferencing technology, businesses can strike a balance and deliver against both sets of expectations.
Jump into Action – 7 key Reasons to move to the Cloud
According to DMG Consulting, 62% of organisations have already migrated to a Cloud contact centre solution. Switching to a Cloud contact centre over premises-based solutions can offer businesses of all sizes significant benefits, including increased flexibility, new and often better cost structures and stronger compliance. In this infographic, we outline 7 vital reasons why your business could profit from a Cloud contact centre.
Enghouse Cloud Contact Centre Brochure
Enghouse Cloud Contact Center is reliable, secure and always highly available and has capabilities relevant to the smallest and largest organisations while seamlessly integrating with other business applications such as CRM tools.