Support your remote contact centers.

Covid-19 has drastically changed the landscape of contact center. Remote working was a thing before even pandemic but not for this long. Managers are facing some challenges like keeping the agents productive, scheduling and much more. The managers have to figure out ways by which the teams will stay motivated, productively engaged.

So what are the basic requirements that would be needed to cope up with this changing landscape and how can you evolve to ensure you're getting the best performance and customer satisfaction possible, wherever you can?

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Here are some ideas on how best to support your agents:

Recruitment

Before hiring a candidate, you have to make sure that the agent is responsible and self-motivated to do the job. You might have to look for completely different people compared to your traditional hires. You're going to need self-starters who are motivated and that aren't afraid to speak up as they settle into their new role.

Once you find the right candidate, you need to integrate them effectively into the organization. You need to ensure your new agents aren't just thrown in the deep-end. Make sure you have a robust onboarding process where:

Each new team-member gets to meet their team and key managers in the business. Give them a feel for your company culture even if it's only via video calls.

You can cover all the HR aspects and get the admin out of the way as quickly as possible.

You can ease new team-members into the role by showing them the systems and procedures through video training.

Appoint a mentor

- when working in an office employee always have the assistance from their co-workers, but working from home does not offer that. Therefore, a person/supervisor could be assigned for your new hire, which he can go to when they're feeling anxious or have any questions as they settle into the role, and encourage them to schedule regular, virtual coffee meetings.

Equipping with best tools

AI and voice analytics are changing the way in which many businesses operate and contact centers are no different. Conversational analytics will help you to analyze the vocabulary and sentiment in your most established performers and pick up on where new starters are struggling, too. This is so important when you're unable to stroll around your call center and listen into conversations taking place.

Automate

Automating the intensive process of monitoring agent-customer interactions at scale can help to highlight which agents might need...