Working from home in 2020
Enduring a Global Pandemic continues to be a first for many of us. As such the need to adjust the speed of work from home deployments continue. As this occurs, there are a variety of technology and operational considerations I continue to hear daily:
1. All Users need to be able to work remotely:
2. The Pandemic has forced companies to make quick cultural decisions.
As I write this, it is Thursday, June 25 2020, and about 90% of VOX customers are working from home and answering calls through their contact center, and at VOX we are 99.9% all working from home.
So what are our contact center customers most worried about?
While we have helped our customers make the move very quickly, leaders need to acknowledge that it is a different type of operational motion. Managing remote employees is not always easy, but with technology such as collaboration, presence, and video, it has made it much easier. So I guess we can take solace in the fact that it could always be worse. Imagine this same pandemic in 1990 what would we have done?
For Contact Centers that have agents working remotely, the fear from leaders is often “how do I manage” or “how can I monitor productivity for remote agents”.
Workforce Optimization tools are helpful and now more than ever offer quickly deployed SaaS platforms to help you on your way. A few we are seeing a lot of requests for at them moment include:
Organizations can leverage the tools they have in place plus some of the above technologies to have an extremely successful work at home structure. Some of these technologies may already exist and requiring assessing and evaluating current use. Some of them are new and may not require a huge capital outlay to implement.
In either case, Contact centers have been doing the “Work from Home thing” for years, and many extremely successfully, so while some organizations are feeling ‘forced’, there are cultural positives and for some it can be quite a nice change for your teams!
Struggling with how to deal with COVID-19 and managing a remote workforce? Perhaps a membership to our Contact Center Advisory Services can be your cure!
Let us help you prosper - Contact us today for a free consultation!~
The VOX Network Solutions Contact Center practice publishes a blog article once a month on industry news, tidbits and personal perspectives from the field.