WFH – Working from home, or more like, Why from home?
It is not even April 2020, and we have had already what seems to be the biggest challenge of the decade. A global pandemic that not only is affecting our social life, our relationships, our economy, but forces us to re-plan, re-think and re-invent ourselves.
Adaptability is not a fancy word to add into our resume, if we can’t back it up, so having the right tools is the key – the ability to work anywhere, anytime, anyhow. A dynamic tool that empowers users, enabling them to handle multiple interactions simultaneously, while having a coffee from the comfort of their couch.
As a business, and to stay afloat, we need to take measures to empower our employees, to be ready and to adapt. Fast.
So, what do we need to take into consideration at the time of looking for the right tools?
Something to bear in mind, is the time to change from one system to another. Will this be swift? Will this be another one of “those upgrades”? Long has passed since the time of the month or even weeks long processes. Nowadays, we need to be up and running in no time. And by that we mean tomorrow morning.
A Contact Center needs to hit the switch and go over a major system change while having no one noticing what just happened. This can only be done with a both operational and technical simple solution.
Real time monitoring
All of this means nothing if they are not accountable for their work, so allowing their supervisors to measure their productivity in real time is a must. Having alerts that will pop proactively if an agent is taking longer than expected to resolve a call, or if someone has been idle for any reason.
On the other hand, we all know the effects of being away from our peers for long periods of time. Some questions like “how to get the team motivated?” or “how to set clear expectations and objectives?” may come to our mind. The key here is the technique the HR teams are implementing more often than not , Gamification; allowing agents to play along and versus each other while performing their daily duties.
No office, no location, no server?
The only way of taking your agents to WFH while being both simple and secure, is to be on Cloud. Avoid the unnecessary complexity and lack of stability of a VPN. Stability, security, integrity and scalability are only achievable with a best in class datacenter.
And since we are taking every single measure into consideration, there is a cherry on top of the pie. How about the agent? How can we, as their bosses, make sure they have everything they need to operate? (and this is by any means the first question we must ask ourselves daily). The key is to make it as easy as possible for them too (minimizing the room for error). New WebRTC technologies allow VOIP channels to be run over a Google Chrome browser as if they were scrolling Facebook. Combining this to an omnichannel platform means agents will be up and running with a few clicks.
The business model
Businesses ideally could hire a service on a monthly basis, depending on how many agents they have operating. With such a flexible and dynamic service model, and not being strained to a contract, the service adapts to you, and not otherwise.
Of course this is not a step you take lightly, you have to carefully measure the time and cost implementing a plan like this takes.
But what if we tell you, it is?
At Integra we have streamlined the process of taking your business from an office, to a Cloud environment in 24 to 48 hours. Opening and widening a whole new range of possibilities for you and your customers, allowing to enhance the customer experience of agents, and taking pressure off their shoulders, letting them to focus on the important things.