When you’re maintaining a remote contact center, or you’re upgrading from a traditional call center model to something with cloud capability and connectivity, you must do it correctly to ensure a smooth transition. Plus, it helps when you invest in contact center solutions that streamline your switch and offer additional tools to empower your business.
Between investing in solutions that make it easier to navigate omnichannel customer service and using tools that help connect your customers to the appropriate contact center agents, there are several things you can do to upgrade your operations. If you’re ready to transition to a remote work environment, enhance your existing remote work contact center, or invest in new software that boosts the productivity of your contact center agents, here’s what you need to know.
Look for cloud connectivity.
Before you invest in a new remote work contact center, you should find one that requires minimal fuss to install and promises better connectivity. In addition, your remote contact center should be a cloud contact center in most cases. With cloud compatibility, you can access your contact center environment from wherever you are. Whether you’re in your home office or you have a remote call center agent working from a different time zone, cloud systems remove many hardware-specific requirements from your contact center. For example, as long as a remote agent or supervisor has access to your call center SaaS platform and has the correct gear to make phone calls and record personal data for calls, they can use a laptop, desktop, or other consistent connection to fulfill their role.
Transitioning to a remote workforce with contact center software empowers your remote agents by increasing role flexibility and giving them the comfort to tackle their tasks from a home office laptop or while they’re traveling. In addition, by removing limitations, you increase opportunities for each remote call center agent to thrive.
Ensure omnichannel compatibility.
When you’re investing in a call center platform, or you’re transitioning to a remote call center model, it’s one thing to focus on the number of calls a predictive dialer can make or how quick your agents are at responding to call volume using the software. It’s another, however, to amplify agent performance and increase avenues of communication with omnichannel tools.
These days, customers want to be able to reach call center agents via phone calls, social media, web platforms, video chat, and other tools. While you want to be there for your customers to the fullest extent, navigating all these channels on your own can cause disruption and turnover while negatively impacting the agent experience.
With the right contact center services, you can boost your agents’ productivity, improve your workplace morale, and make it much easier for your workers to navigate multiple channels. Your call center solution also helps provide insights into channel performance to help you make the smartest, most informed decisions for your business needs.
Look for a multifaceted solution.
From your management team to your remote employees and home workers, new contact center software tools seem to be the future of work. When you’re preparing to deploy a virtual contact center or transition to a virtual environment from an on-premise solution, you want to work with call center professionals who can help you follow best practices and implement your chosen solutions effectively. Rethink the physical office and amp up your call center operations and agent activity when you find the right solution and the right technology to help you take the next step forward. Regardless of your work location or office space, remote call center tools offer you an easy way to stay current with modern business expectations.