IMPLEMENTING REMOTE SUPPORT TOOLS ALLOWS CONTACT CENTER STAFF TO TROUBLESHOOT ISSUES ON REMOTE AGENTS ' DEVICES ...
REMOTE WORK CHALLENGES AND SOLUTIONS
Communications
Connecting with an offsite team member isn ' t as straightforward as strolling over to their desk for a quick chat . It involves time and effort to craft a clear , error-free message and then patiently await their response . The challenge intensifies when timely communication , like maintaining SLAs in a center , is crucial .
I vividly recall a moment from my stint as a team leader when a call was waiting in a specific queue . The two agents assigned to handle the late shift were both engaged in calls as the clock struck 6 pm : the cue for them to wrap up and log off .
Realizing the potential SLA slip , I created an MS Teams chat , requesting them to stay logged in as we had a waiting call . Unfortunately , luck wasn ' t on my side : both agents missed my message and logged off after concluding their calls .
Just as I grappled with the situation , a sudden twist of fate occurred . They logged back in in the blink of an eye , and one of the agents answered the call . This incident underscored the delicate dance of communication in remote teams , where a momentary lapse can lead to cascading consequences .
Here are several possible solutions .
• Create a virtual water cooler through platforms such as Yammer or Slack , but for real-time matters , consider using an application like MS Teams .
Though these applications boost camaraderie in a remote working environment , it is very important to lay down some ground rules for communication and request team members to be mindful of what they say . No one wants their communication to rub someone the wrong way .
• Use virtual check-ins to see how agents are holding up or drop a line to see if they need assistance . During these check-ins , it could create a feedback loop , help understand what customers are saying , or even help gather thoughts from agents .
• Share information with and involve remote agents , like sharing the scoop on call center statistics and celebrating their birthdays and work milestones ( but be polite and ask permission first ). Create a call center newsletter , or if you have one , also feature these agents .
IMPLEMENTING REMOTE SUPPORT TOOLS ALLOWS CONTACT CENTER STAFF TO TROUBLESHOOT ISSUES ON REMOTE AGENTS ' DEVICES ...
Technology
Call or contact centers , whether virtual or brick-and-mortar , dance to the tune of technology . When a glitch hits , it ' s like tossing a pebble into a pond . The ripples spread , such as the virtual private network ( VPN ) going down and agents being unable to access the CRM system where agents cannot assist customers with account-specific questions .
But sometimes , it ' s the little hiccups that impact service , like a rebellious Bluetooth mouse . The show continues with a quick battery swap and a switch to the laptop ' s touchpad .
In a remote center , isolation intensifies the frustration of grappling with technical glitches . Unlike the bustling office environment where colleagues can swiftly lend a hand or offer workaround solutions , remote agents often feel adrift and disconnected when faced with them . Like a caller unable to hear them or a sluggish internet connection .
COACH ' S CORNER
In our team , each leadership team member strives to provide technical support by learning from our tech experts . If we cannot assist the agent through platforms like Teams or over a phone call , we connect them with someone who can help . We aim to ensure that agents never feel alone in their challenges and avoid developing a sense of helplessness .
Irrespective of whether the issues are small or big , these disruptions bring about a dose of discomfort for agents , customers , or the entire crew .
Here are several possible solutions .
• Provide comprehensive training to agents on how to use your center ' s technology , such as CRM , phone software , collaboration tools , and customer-facing tools , to name a few . That also includes training agents on your emergency procedures , such as assisting callers if the CRM is unavailable .
• Create a troubleshooting guide , whether a sluggish computer or the classic " forgot my password ," jot down the steps on your knowledge management system ( KMS ). Doing so is the go-to for quick issue resolution .
• Set communication expectations on how leadership or agents can report these technology issues .
• Implementing remote support tools allows contact center staff to troubleshoot issues on remote agents ' devices , offering quick solutions without the need for physical presence .
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