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Managing in the new normal of remote contact centers

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Drive outstanding experiences—no matter where employees work

If your business relies on a contact center, you’re likely running it remotely—Nemertes says 91% of contact centers now support a work-from-home model. So remotely, you need to vigilantly watch employee performance and customer delight. But with the right capabilities for remote agents and supervisors, you can easily keep delivering and improving employee and customer experiences. Plus, your remote people may improve their work/life balance, your business can gain higher employee engagement, and ultimately you may even lower infrastructure costs.

The Avaya remote contact center

Working from home raises unique challenges for your contact center team. Follow Avaya’s three key strategies to ensure success with your remote working model.

Solution capabilities

Artificial Intelligence

Analyze customer interactions in real time—monitor customer intent and sentiment to drive better outcomes.

Measure performance

Increase supervisor capacity, drive employee performance and consistency in customer interactions by automating the entire quality monitoring process.

Monitor desktop usage

Monitor remote desktop usage to understand how employees are spending their time. Acquire visibility into day-to-day operations, identify process bottlenecks and best practices.

Knowledge management

Equip customers with better self-help tools and serve contextual knowledge documents to employees while they are speaking with customers to increase customer satisfaction and first call resolution.

Simplify staffing

Reduce costs by accurately forecasting and producing employee schedules across voice and non-interactions. Empower employees to use mobile devices to see KPIs and request schedule changes.

Gamification

Tie employee and team goals to incentives. Apply game mechanics to engage staff, communicate goals, measure and acknowledge achievements, inspire collaboration, and motivate teams.

Subject matter experts

Boost customer experience and increase first contact resolution by bringing experts from outside the contact center into customer interactions.

Live monitoring

Help supervisors continually promote a more consistent and reliable customer experience by listening to customer calls and, when needed, join the customer conversation.

Speech analytics

Automatically surface intelligence from recorded calls. Sophisticated analytics identifies, groups, and organizes spoken words and phrases into themes to help reveal trends and areas of opportunity or concern.

Engagent Health increases conversions by 60% using Avaya

Under a pandemic-driven huge increase in call volume, Engagent maintains quality of service, keeps staff connected, and supports scalable growth.

Florida State University serves students and community through innovation and collaboration

Hydro Ottawa keeps customers energized with Avaya Experience Platform

Six best practices for remote contact center agents

Contact Center Agent

Document remote work policies and procedures

A written policy should govern remote contact center agents with clear and uniform rules. The manager and agent should review the policies and procedures together. Focus on job responsibilities, organizational and departmental goals and objectives, customer impact, and employee’s work performance.

Select the right people for the job

Some employees are terrific people and good workers but may not be best suited to work at home. Most remote contact center agents will have access to customer-sensitive information, such as credit card numbers. For those reasons and more, make it a part of your selection process to do background checks.

Team members working on a project
Woman standing and typing on a laptop

Ensure a good working environment

Work environment guidelines should be carefully discussed with every remote contact center agent. Almost any room can serve as an office but selecting the right work area is essential to success. A dedicated office maximizes the contact center agent’s efficiency and comfort.

Equip remote contact center agents to succeed

Hardware

Remote contact center agents generally need a hard phone or headset (noise canceling headset is best) and a computer.

Applications

Remote contact center agents need the same access to applications, tools, supervisors and peers as they do when in the office; likewise, supervisors working remotely need access to their contact center management tools.

Connectivity

Using a second analog phone, or a cellular phone line, provides consistent quality without network engineering. There is, however, an up-front activation cost and ongoing monthly expense.

Voice over Internet Protocol (VoIP) eliminates those costs—as well as toll charges for remote agents but may require either Session Initiation Protocol (SIP) voice connectivity via the Internet or virtual-private network (VPN) support.

VoIP depends on a solid internet connection which may not always be available. Ensure your IT department can evaluate each remote contact center agent’s internet performance before deploying your remote agent program. Provide easy-to-use documentation and job aids regarding how to log into remote network services like VPN, telephone services, etc., including password procedures.

 

Hardware

Remote contact center agents generally need a hard phone or headset (noise canceling headset is best) and a computer.

Applications

Remote contact center agents need the same access to applications, tools, supervisors and peers as they do when in the office; likewise, supervisors working remotely need access to their contact center management...

Developing a Hit Mobile App in Record Time
Contact Center Agent with headset

Make experts readily available

Remote contact center agents need access to the same subject matter experts as those who have supervisors and expert resources in the office. “Presence” is a technology that is familiar to users of instant messaging, where a list of names is accompanied by icons indicating whether each person is logged in. When presence is incorporated into a contact center, finding an expert is just as easy for the remote contact center agent as for the in-office agent.

Remote contact center agents need access to the same subject matter experts as those who have supervisors and expert resources in the office. “Presence” is a technology that is familiar to users of instant messaging, where a list of names is accompanied by icons indicating whether each person is logged in. When presence is incorporated into a contact center, finding an expert is...

Monitor and manage

Remote contact center agents need to meet the same continuous improvement goals that apply to all agents. Predictable management check-in times are reassuring to remote contact center agents. Remote contact center agents need to be included in team meetings so they can stay connected socially and culturally. Remember to keep training and mentoring remote contact center agents and to reward good performance.

Remote contact center agents need to meet the same continuous improvement goals that apply to all agents. Predictable management check-in times are reassuring to remote contact center agents. Remote contact center agents need to be included in team meetings so they can stay connected socially and culturally. Remember to keep training and mentoring remote contact center agents and to reward...

Remote worker on a laptop

A day in the life of your contact center

See how you can create better experiences for both customers and staff. Read the stories of different businesses solving their customer service challenges using Avaya Experience Platform. We explore AI-powered solutions for integrated desktops and virtual assistants, in-the-moment data retrieval, real-time reporting, and an empowered workforce.

Your guide to better experiences
A day in the life of your contact center

What every business needs to consider for amazing customer service

Bring your customer experience forward with new digital services that connect every channel, serve every device, and make both your teams and customers feel empowered. We can show you how.

Read the eBook
What every business needs to consider for amazing customer service

Industry recognition for Avaya contact center solutions

MetriStar Top Provider for Workforce Optimization 2021
Ventana Research Names Avaya a Top CCaaS Provider
TMC2021 CUSTOMER Product of the Year Award
Digital.com: 15 Best Call Center Software of 2020
Frost and Sullivan Best Practices Awards 2020
2021 Contact Center Technology Award from Customer Magazine
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