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Here are some best practices to consider as you define or enhance your work from home program, specifically for your customer engagement center. Define the Agent Profile. Not everyone makes the perfect work at homeagent. Define the Home Office. Coaching requires interactive tools and discipline.
This tool allows managers to search for specific key words, terms or phrases, then create a report showing the trends in your contact center. Knowing this information can help you be prepared with better training and coaching that reflects your center’s needs. Are you scheduling the right agents at the right time?
AQM frees QM specialists to concentrate on what their jobs are intended to be – coachingagents and helping them realize their full potential. . The pandemic demonstrated another practical application of IA, using it to oversee and manage at-homeagents.
It looks to the future and provides best practices for post-pandemic disaster recovery/business continuity (DR/BC) planning, as well as for the management of work-at-homeagents. Voice and screen recording capabilities allow managers to track their remote employees’ performance throughout the day.
Interaction analytics is automating trend discovery as well as improving agent compliance and reducing fraud. Analytics-enabled qualitymanagement (AQM) is enabling companies to automate the 50-year-old manual QM process while enabling managers and employees to delight their customers.
The group also had questions related to support and collaboration for remote contact center agents. While the benefits of at-homeagents to a contact center are measurable, managing, training and engaging remote workers has unique challenges. Here too, according to the panel, technology can help.
Forrester has observed that following the pandemic and the move to remote work, companies have had success using “online video game leagues” to “improve social cohesion for at-homeagents.” Be sure to communicate that coaching is a tool to identify where they need help, give them the resources they need, and make them more successful.
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