You’ve moved your agents to an
at-home model. Now what?
A rapid transition to a remote agent model almost always means creating unintended gaps in your software and technology stack.
With a new set of problems surrounding things like security, compliance, training, quality monitoring and background noise, you need a new set of solutions that will empower your agents to provide the level of support your customers will continue to expect.
Cloud Call Center Search can simplify the process of finding long-term solutions that will provide excellent CX now and into the future. We’ll help you locate the holes in your system and fill them with technology that meets all your unique needs. We take the guesswork out of identifying the right vendors, and we do at at NO COST to you!
Get a Free Contact Center Technology Analysis
Having the right cloud contact center software in place is more important than ever to provide a great customer experience in a secure environment. We'll review your existing systems for free, and help you plan for the future. Your analysis includes:
- Identification of gaps in your existing technology stack
- Establishing a path to long-term success with an at-home model
- Determining the technology needed to stay ahead of your competitors
Get Your Free Technology Analysis
We can help you fill in the gaps in your remote agent call center technology, including:
Core Technologies
Creating a solid backbone is the first and most important step to a successful remote agent environment. CCaaS and UCaaS systems are not all created equal, and different providers offer different features and benefits. We’ve done extensive research into the complicated provider landscape, and can help you find an omnichannel system that will work for your company now and into the future.
Security & Compliance
When rapidly moving to an at-home agent model, top-notch security and compliance often take a backseat to the primary task of getting something up and running. But as you settle in to your remote model, it’s absolutely critical to take a hard look at the security measures you have in place to ensure they meet your standards and keep your business compliant. We can help you find technology – like Desktop as a Service (DaaS) and PCI Compliance tools – to continue to protect your customers.
Training & Onboarding
In a brick and mortar contact center, training and support are often handled in person, so there hasn’t historically been a need for cloud-based Learning Management Solutions (LMS) or Collaboration Tools. But now that your agents lack a physical space to learn from each other, it’s important to provide robust systems for onboarding, continued training and ongoing support. We can evaluate your current systems and assist you as you fill in the gaps that have recently been created.
Agent Support & Resources
As your agents transition to working from home, it’s more important than ever to provide adequate support and resources for them to excel at their jobs. Without a coworker in the next station or a manager to provide verbal feedback, remote agents need virtual tools like Gamification to reward great performance and a robust Knowledge Base to answer their questions. Additionally, AI-driven Noise Canceling technology can improve call quality – creating a great experience for both the agents and your customers. We’ll help you provide your agents the tools they need to be successful from their home offices.
Management Tools
Even the most experienced managers will face challenges supporting a remote team, especially when they have traditionally worked alongside their employees in an office setting. Luckily, there are plenty of cloud-based solutions available – like QA/QM tools and Workforce Management technology – to help maintain quality standards and efficient schedule management. We can help you give your management team the tools they need to be successful in a remote agent reality.
Artificial Intelligence
Contact centers have been increasingly relying on AI to improve efficiency and customer experience, but in recent weeks it’s become the key component in maintaining CX standards. Digital and voice bots can provide FAQ support and self-service options, and RPA can help automate many back-office functions, freeing up agents for customer interactions that need a human touch. We have a deep understanding of the features available in the AI marketplace, and can help you find the partners that make the most sense for your organization.
Get a Free Contact Center Technology Analysis
Having the right cloud contact center software in place is more important than ever to provide a great customer experience in a secure environment. We'll review your existing systems for free, and help you plan for the future. Your analysis includes:
- Identification of gaps in your existing technology stack
- Establishing a path to long-term success with an at-home model
- Determining the technology needed to stay ahead of your competitors
Get Your Free Technology Analysis