Work is an activity, not a place.

Today’s customers expect exceptional customer experiences from whatever place, whenever they want, and from whichever device they choose. However, in order to deliver this, customer service agents must have the opportunity to operate from wherever they work best, while still being able to collaborate with their colleagues.

The recent shift towards home and hybrid working has shown that an optimal working environment will look different for each agent. A ‘Working From Wherever’ model allows agents to shape their working environment to help them perform at their best, whether that is in the office or at home. Unified Communications (UC) tools allow agents and managers to communicate easily, from wherever they are, while CCaaS tools allow them to communicate with customers easily, no matter the channel. Employing a hybrid strategy not only means that agents perform to their optimal productivity and efficiency levels, but also that they are more satisfied, leading to lower levels of agent churn.

The Challenges of a Hybrid Workforce

Recent years have seen workforces rapidly, and perhaps prematurely, move to remote and hybrid working environments. For a ‘Working from Wherever’ strategy to be successful, it needs to be underpinned by a solution that enables disparate working,  security, and compliance. Without these critical components, providing a best-in-class customer experience is impossible. To allow for a seamless delivery of great customer experiences, organizations should ensure agents and managers are equipped with the tools to easily collaborate between each other.

You need to prioritize:

Working from Wherever Hierarchy Diagram

Customer Service from Wherever

When moving to a hybrid model, the first step is to have the necessary solutions and hardware in place, for your agents to work from wherever suits them best. A good Working from Wherever solution should:

  • Ensure a seamless transition to their solution, with minimal disruption to agents and end customers.
  • Allow seamless communication between employees, no matter where they are working.
  • Provide softphones, which ensure organizations only incur international charges based on the country for which the solution has been deployed.
  • Mitigate hardware costs through routing all methods of contact over the cloud.

Working From Wherever Payment Solution

Security and Compliance

With disparate workforces, organizations need to be sure that sensitive data is still secure. Managers and supervisors need to have control over compliance, wherever their agents are working.

  • A PCI-DSS compliant Working from Wherever solution ensures that agents do not have access to payment data.
  • An ISO 27001 accreditation signifies data security, showing that a company has successfully implemented an effective ISMS (information security management system).
  • Tools such as Screen Recording and NLP provide management the ability to monitor employee compliance, no matter where they are.
  • IP Whitelisting can be used to only allow access from the organization’s VPN.
  • Organizations can choose whether to use Single Sign-On using SAML, or Two-Factor Authentication by SMS or by email.

Agent Experience

Providing your agents the tools to work at their best, wherever they are, is essential to good agent experience. A good Working from Wherever solution:

  • Enables employees to access the same functionality as they do in the office.
  • Is browser-based, requiring only one device and a stable internet connection.
  • Offers integrations with world-leading applications such as Teams and Zoom allow employees to use interfaces they are already familiar with.
  • Provides feature-rich Unified Communications tools such as storm® DTA™, which allow employees to collaborate using video and agent-to-agent instant messaging, and enable managers to send out high-priority alerts.

Customer Experience

To offer today’s customers a consistent and connected experience, organizations need to ensure their Working from Wherever solution is:

  • Omnichannel, allowing your agents to use many different methods of contact from one single interface.
  • Richly functional, allowing the customer journey to be escalated to instant messaging, voice, and video calls whenever necessary.
  • Customizable, allowing organizations to adapt the solution’s functionality to the needs of their customers.

Efficiency

Ensuring your customers have their inquiries resolved in a timely manner is an important part of delivering exceptional customer experience.  A good Working from Wherever solution:

  • Equips managers and supervisors with the tools to oversee their team’s interactions, no matter where agents are working.
  • Allows agents to view the number of calls in each queue, and proactively join the queue with the least agents.
  • Utilizes Intelligent Automation to drive efficiency, through tools such as IVR and Machine Agents, which resolve simple inquiries, and save valuable agent time.
  • Offers powerful reporting tools that provide data-driven insights on both real-time and historical data.

Content Guru’s market-leading CCaaS solution, storm®, provides the tools for your agents to excel. storm empowers organizations to reach their customers from anywhere, and allows even the most geographically disparate of workforces to remain connected.

Want to find out more about our solutions?

Cloud Contact Center

storm is cloud-native, and is accessible to anyone with a stable internet connection, no matter where they are.

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Management Interfaces

Gain oversight over your workforce through our feature-rich, yet easy-to-use management interfaces.

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Workforce Optimization

Manage your workforce more efficiently through best-in-class tools such as Workforce Management (WFM), Quality Management (QM), and Analytics.

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