Hybrid work is where office life meets your home comfort zone, making sure you get the best of both worlds.  

Far from being merely a band-aid solution during challenging times, combining remote work with regular office environments is carving its path as an enduring setup beneficial to everyone involved. Shifting towards flexible working spots is flipping the script on traditional office life and, it’s actually boosting how we serve up happiness to customers.

Happier Employees, Thriving Customers 

The formula is simple but profoundly effective: happier employees lead to happier customers. When employees are granted the flexibility to choose their work environment—be it from the comfort of their home or in a dynamic, shared office space—they report higher levels of job satisfaction and engagement.

Happier workers naturally lead to happier interactions with the folks they help, making every exchange with the company a bit more cheerful and upbeat. And not only do happy employees make happy customers, an Oxford University study found that employees are 13% more productive when they’re happy. Brands like Zappos and Amazon are really nailing it with their blend of office and remote customer service.

The Role of Flexible Workspaces 

Flexible workspaces are at the heart of the hybrid work model. Here, you can choose your workspace based on today’s task list or mood – whatever feels right to you. Gone are the days when everyone was expected to fit into the same office setup. Nowadays, flexible workspaces are stepping up, offering something for every kind of worker out there. You’ll find everything from hushed spaces perfect for zoning out and focusing hard, to lively spots that boost creativity and get the team vibing together.

Being versatile pays off twice over. Think of it as setting up a space where employees can truly shine because the space around them just gets what they need. What’s also great is how much more empowered everyone feels. When companies let their team members choose their own work setup, it’s not just about flexibility. It plants seeds of trust and respect which grow into stronger relationships with customers.

Flexibility Meets Efficiency 

In a hybrid model, the physical distance created by remote work is bridged by digital connectivity, ensuring that collaboration and communication remain uninterrupted, regardless of location.

Thanks to the flexibility that comes with working beyond the typical office clock, businesses are now able to welcome customers at pretty much any hour – perfect for serving folks in various time zones or with unique schedules.

Finding the right balance between office and remote work isn’t just good for morale – it turns out it’s also good for customer happiness. It looks like we’re on track to hit new heights of serving customers well thanks to satisfied employees lighting the way.

A growing number of companies have started to use software to monitor how their teams work and how much they achieve in a given timeframe.

Tools like these can help improve efficiency and output by providing insights into daily operations. Collecting employee performance data can help identify improvement areas and set achievable goals for the future. Using these tools can help identify employees who excel in their work and deserve recognition or advancement opportunities. This can create a more positive and motivated workplace atmosphere.

Work Patterns

One of the immediate benefits you’ll notice with employee productivity tracking software is getting a clear view of how work gets done in your organization. This isn’t about breathing down people’s necks. The main objective here is to understand the workflow. This software gives managers peak productivity times and lesser-known bottlenecks that slow down processes. This information is gold when you’re trying to make the workday more efficient for everyone.

Improved Time Management

Efficiency is key to managing time better. Productivity software often includes tools that help employees organize their day, prioritize tasks, and give managers the visibility to redistribute workloads when necessary. It’s all about using time wisely.

Enhanced Project Management

Productivity tracking software provides a real-time overview of project progress. Tracking software shows you who’s doing what and highlights how different tasks interlink and depend on each other. This view can prevent projects from stalling because someone was waiting on someone else to finish a task they didn’t even know was required. Teams can adjust workloads on the fly. This dynamic approach to project management ensures that projects stay on track and goals are met with a degree of accuracy and timeliness that manual tracking methods cannot replicate. Plus, having an all-in-one place to check project statuses cuts down on a ton of back-and-forth communication.

Fostering a Culture of Accountability

People tend to bring a sense of responsibility when they know their productivity is being monitored. Employees are more likely to stay focused and put their best foot forward. It’s not about creating a Big Brother atmosphere. Instead, it’s about creating an environment where everyone wants to do well because they know their efforts are being recognized and measured.

Data-Driven Decision Making

In an era where data reigns supreme, the ability to make informed decisions based on concrete evidence is invaluable. Productivity tracking software compiles vast amounts of data into digestible, actionable insights. Managers can identify trends, foresee potential issues, and benchmark performance against industry standards. These data-driven decisions are more likely to lead to beneficial outcomes for both employees and the company as a whole.

Data-Driven Performance Reviews

Let’s talk performance reviews. They can be a bit awkward. But with employee productivity tracking, they don’t have to be. Managers have access to clear data regarding an employee’s performance over time. This makes reviews more about discussing factual progress and areas of improvement rather than a subjective conversation filled with potential biases.

Remote Work Becomes More Manageable

Managing a team you can’t physically see can be a headache. With productivity tracking, remote work is just another day at the office. Managers can keep tabs on things like productivity and when employees are clocking in and out. Employees can show off their self-discipline and time management skills. It’s a win-win for the future of work.

Encourages Self-Improvement

Employee productivity tracking isn’t just for managers to monitor things. It’s also for employees to monitor their own progress. Seeing your productivity data laid out can be an eye-opener. Many find it motivates them to identify their own strengths and areas they might want to improve. It’s like having a personal coach who’s always there to gently guide you toward becoming better at what you do.

Choose The Right One

It’s also worth noting that not all productivity-tracking software is created equal. Companies should take the time to research and choose a platform that meets their specific needs and aligns with their values. Ensuring that the software complies with relevant laws and regulations regarding data privacy and security is essential. Companies can benefit from productivity tracking software by choosing the right one and using it transparently and responsibly to increase productivity and maintain a positive work environment.

Financial Implications

A business’s financial health often hinges on its workforce’s productivity. Efficient business operations and reduced wastage of time can directly increase a company’s profits. Productivity tracking software maximizes efficiency by aligning every hour worked with the organization’s goals. This allows for more work to be accomplished with the same or fewer resources. Insights gathered can help optimize operational processes and identify areas for automation to eliminate inefficiencies and enhance profitability.

Conclusion

The benefits of using employee productivity tracking software touch on almost every aspect of the work environment. The insights provided by these tools can transform how work gets done. The potential efficiency, accountability, and job satisfaction improvements are well worth that initial adjustment period.

Chief Strategy Officer says artificial intelligence services and new automation processes, can raise work from home productivity.

A new report out from artificial intelligence cloud provider ASAPP reveals that 85% of customer service agents don’t want to return to the office. Currently 72% of Agents work from home 5 days per week.

Chief Strategy Officer Macario Namie said that “contact centres have the biggest opportunity in decades to advance agent productivity with artificial intelligence technology, new automation processes and workflows, which can also support CX workforce demands wherever they work.”

The company, which was recently chosen by Forbes as one of the top AI Companies shaping the future, has researched and developed a number of machine learning natural language processing and speech recognition models purpose-built for the contact center environment over the last 8 years. It provides a suite of AI services, applications and platform tailored for the industry to make people more productive.

“Appealing to the 85% of agents that want to work from home could stave off competition for employees from other industries and help reduce recruitment costs and attrition rates,” said Namie.

A recent legal case in the UK highlighted that the traditional way of thinking about work is being turned on its head with some contact centres out of tune with employees by not being in step with changes to employees’ work patterns. The Daily Mail reported that Essex Care Limited is required to pay nearly £16,000 to a former employee who suffered on health and safety grounds. Judge Eoin Fowell stated the employee’s boss was, ‘blunt, uncompromising, hostile and unsympathetic.’

Last year HSBC told 1,800 call centre staff they could work from home permanently, 1,200 took them up on the offer. Capita an international business process outsourcing firm with 16,000 call centre employees in the UK are also working from home, while competitor Teleperformance stated its 10,000 employees would be allowed to continue working from home beyond the pandemic.

The report also states that repurposing office space budget to invest in new technologies can fund a call centre organization to meets employees’ expectations for a modern employee experience that provides the best software tools to deliver the experience employees want to provide to consumers. The report estimates that 400 million square feet of American office space is being largely unused at a cost of £12 billion annually.

Several companies in the UK have already shed call centre real estate. Santander scrapped plans for a £75m Merseyside call centre for 2,500 employees. Travel group Saga put a 6.5-acre plot in Ramsgate, Kent up for sale that housed 600 call centre workers. Capita reduced its costs by £10 million with office closures during the first lockdown and has now permanently closed 49 offices globally.

Yet, for a number of companies, the technology challenges that arose during the pandemic were significant. Many agents reported that equipment and software were not always working, and phone calls were not routinely diverted correctly. The latest ASAPP reports confirms this with half of agents reporting that technological advancement in call centres is behind the times. “This will need a new investment in technologies that transform call centre agents’ productivity beyond the constraints of incremental technology,” said Namie.

While IT operations pulled off heroic feats during the pandemic, it was a patchwork fix, not a CX modernization. “Now with AI Native technology, automation is becoming easier to build and integrate with company systems…In fact, automation can be fused to agent’s live interaction with customers to make the experience for companies, employees, and customers significantly better,” added Namie.

The report cites that nearly 90% of agent want to see more aspects of their customer interactions automated including:

What tasks would you want automated?

Knowledge Search 44%
Bill Payment 38%
Conversation Summarization 36%
Address Change 34%

Chat, messaging, and video still have longer to go in the industry as the telephone still dominates customer conversation with 93% of agents report using the phone. However, the company points out that flatlining investments in digital channels reinforces a reliance on voice support, which is more costly for business than chat and messaging channels.

“That’s a major problem if companies need to scale their customer experience while ensuring higher agent productivity,” states the report.

The number of phone calls substantially rose because of the pandemic, yet messaging is how Millennials and Gen Z are communicating most often today—with 75% of Millennials avoiding phone calls altogether.

The report also asked agents about their personal lives asking if burnout has been an issue. Notably each different generation dealt with the pandemic differently. The older baby boom generation had the healthiest response to 2021 by relying less on food, alcohol, or drugs, notably in contrast with the up-and-coming Generation Z, who relied most heavily on alcohol and recreational drugs. The life experience of Baby Boomers sets them apart, while Millennials and Generation Z are more willing to try new hobbies.

To obtain a copy of the report visit: https://www.asapp.com/is-the-future-of-cx-at-homehttps://www.asapp.com/is-the-future-of-cx-at-home

Blend new technologies with tried and tested favourites to refresh your contact centre. Magnus Geverts at Calabrio shares his top spring-cleaning tips for supporting home-working agents.

Until recently, the majority of UK contact centres worked in a traditional, centralised model, with fewer than 4% of agents working remotely at home on a permanent basis, according to a report from analyst ContactBabel. That all changed when the realities of serving customers at the height of the pandemic forced many businesses to embed flexible working practices into their business continuity plans as a matter of survival. Today, 65% of agents work remotely, either part or full-time, while a hybrid model is on the rise and more popular in the UK than in the US (33% vs 22%).

The pros and cons of remote and hybrid work

While agents have embraced flexible working with open arms because of the greater control it gives over their schedules and reduced commute times, it also yields significant business benefits in terms of recruitment and retention. For an industry often plagued by staff shortages, remote working instantly deepens the talent pool by opening the door to more people. Those who might not otherwise look for employment in a typical contact centre may be happy work in their own home responding to customer enquiries.

On the flip side, contact centre leaders generally find it more difficult to on-board, train and coach agents when they are based remotely. Likewise, home-working agents can quickly become isolated and disengaged from each other and their employer. Concerns over security and fraud, cited by 1 in 3 contact centres to be the greatest hurdle also inhibit adoption of remote working – especially in the financial services sector.

Five ways to connect with home-working teams

To maximise the positives and reduce some of the negatives associated with remote and hybrid work, it’s time to look at key contact centre technologies through fresh eyes:

1. It’s all about the individual – so make team communication count – focus first on your leadership style. Be accessible at all times and show staff you care and value their contribution by checking in regularly and giving them the autonomy to do their job without micro-management. Next, make the most of instant messaging and collaborative tools like MS Teams, Zoom and WebEx for instant (WFH) bonding. Real-time message boards on an agent’s desktop, short video clips from senior executives and online Town Hall meetings are all great ways to create a sense of belonging while keeping frontline staff updated.

2.  Be WFH savvy with cloud – the majority of contact centres (66%) have already implemented cloud-based call routing functionality, while speech and CRM/desktop analytics are next on the list. Cloud is integral to remote and hybrid working. However, it is important to involve IT in assessing every home-working agent’s personal devices, broadband speeds and security software to guarantee WFH-readiness.

3.  Think digital-first, think WFM – the pandemic has taught us that automating scheduling and forecasting is a powerful way to improve the efficiency, productivity and cost-effectiveness of the contact centre. Make workforce management a core component of your digital-first strategy but encourage good housekeeping. Make sure that agents’ contact information is up-to-date and available to management, on and offline, and put in place easy-to-follow log on and off procedures for agents and their supervisors to ensure agent adherence and agreed response times.

4. Focus on the Voice of the Employee (VoE) – understanding how agents truly feel about their work helps identify and address the causes of boredom, burnout or areas of underperformance. Launch a VoE programme alongside your regular Voice of the Customer (VoC) programme to optimise customer experience (CX) by improving employee engagement. Involve staff in both programmes by encouraging them to add customer feedback into VoC initiatives. This will make them feel an important part of the business as well improve CX. Remember that successfully using VoE insights is a long-term, ongoing project rather than simply being a snapshot of a moment in time. It’s also important to gain buy-in from the top by sharing goals and insights with senior management and linking any results to improvements in business performance.

5.  Make people feel loved, introduce self-service automation – using the latest innovations in self-service, agents can help build their own schedules and improve their work/life balance. Finally, apply modern AI-infused analytics for performance coaching to reveal skills gaps and give agents the flexible, personalised training they deserve for meaningful career progression, wherever they are located.

For more hints & tips, read the report “The Inner Circle Guide to Remote & Hybrid Working Contact Centre Solutions” featuring Calabrio, download our Workforce Wellbeing Recovery Toolkit or visit www.calabrio.com.

About the Author

Magnus Geverts is VP Product Marketing at Calabrio.

Calabrio is the customer experience intelligence company that empowers organisations to enrich human interactions. The scalability of our cloud platform allows for quick deployment of remote work models—and it gives our customers precise control over both operating costs and customer satisfaction levels. Our AI-driven analytics tools make it easy for contact centres to uncover customer sentiment and share compelling insights with other parts of the organisation. Customers choose Calabrio because we understand their needs and provide a best-in-class experience, from implementation to ongoing support. Find more at calabrio.com and follow @Calabrio on Twitter.

As contact centres embrace the world of remote and hybrid working, Rob Crutchington, Managing Director of Encoded, discusses how the cloud, open banking and the latest SCA regulations help protect the customer, agents and merchants when taking payments.

 The new world of hybrids

There has been a rapid change in recent years in how people live and work. Hybrid has become a new daily term. From increased demand for hybrid cars to the hybrid model of office and home working, now embraced by many organisations.

This shift to remote working across the board is supported by the data presented in the recent UK Contact Centre Decision-Maker’s Guide 2022, published by ContactBabel, which reports that 99% of UK contact centres expect some of their agents to be remote working. Another survey amongst 300 Contact Centre professionals conducted by Calabrio, a workforce optimisation solution provider, cites that workforce flexibility is now a necessity.

There is no doubt that a more dynamic work environment has benefits for employees as well as organisations. Contact centres report high levels of employee satisfaction with new working arrangements, alongside increased productivity, service flexibility and operational cost savings. According to the Calabrio report, 9 in 10 of the contact centres surveyed have half of the workforce working remotely since the pandemic (previously 1 in 3) and 85% will continue to work like this.

Increased demand on customer services teams also accelerated the introduction of new technologies such as chatbots and webchat. However, there is no doubt that talking to an agent remains the gold standard of service. Customers want to speak to a person if they have a complex issue or question or for the simple reassurance of personal contact. This is particularly true when dealing with payments. With so many instances of fraud being reported, many customers believe that talking to an actual person can help to minimise the risk of identity theft.

How secure is homeworking?

Having agents working from home can present security issues for contact centres. With fraud on the increase, how can customers be reassured that the agent’s home network and PC is secure? After all, they may be dealing with highly valuable personal identification information, which if it fell into the wrong hands, could have serious implications on a customer’s financial (not to mention emotional) wellbeing.

Organisations that have successfully implemented home working teams report that new technology and security awareness amongst agents is essential. Not only for collaboration with co-workers, but also enabling secure access to the CRM systems to collect and update customer data.

Security of data is something that many companies rely on agent training to manage, but it is important to have systems in place that protect the agent and the customer from theft. Fortunately, technology solutions are addressing these issues, from cloud-based applications that enable secure remote working, to payment solutions that protect customer’s conversations and card data.

Think Cloud first

Even before the pandemic, companies were starting to shift to the cloud. According to the recent UK DMG, 71% of UK contact centres now use one cloud-based application, with many planning to invest further in the technology. Cloud-based communications systems are more flexible, robust and secure than traditional on-premises solutions and don’t need additional IT staff or investment in expensive hardware.

Cloud solutions can provide the reassurance that customer card data is stored securely off site. It can also help companies meet PCI DSS compliance by helping to ‘descope’ the requirements.

A Fraud Prevention Platform helps combat Fraud

How agents manage payments during a call is important in terms of customer experience (CX).  Fortunately, there are technology solutions available that can facilitate and protect payments and ensure smooth customer journeys.

For example, if a transaction is declined, an agent can advise the customer that an additional level of validation is required. Using Encoded’s Fraud Prevention Platform card holder identity can be verified using a variety of validation methods, including 3D secure, which is an additional security layer used in e-commerce credit and debit card transactions.

As well as helping to combat fraud, it helps to increase the number of transactions processed, reduces the number and costs of declined payments (good for the customer and the merchant) and provides a positive customer experience.

Open banking opens up choice

Open banking, along with the different payment channels now available, has given customers real choice and control over how they pay. The great thing about open banking is that it helps customers manage and make more of their money by allowing secure access to their banking and other financial data, wherever they are. All of the firms enrolled in open banking are regulated, which means they can exchange information quickly and securely via open APIs while ensuring customer data is protected at all times.

Faster payments enhance customer satisfaction, but they are also essential for optimum cashflow, vital for any business. Encoded’s Gateway Services work with open banking, increasing speed and security of transactions. It bridges the gap between merchants and payment acquirers and banks.

When paying online, customers can enter their card details, which are submitted by Encoded’s solution via the least cost acquirer. As with other Encoded solutions, the Gateway helps meet PCI DSS compliance as it de-scopes the data. Adherence with PSD2 and Strong Customer Authentication (SCA) gives added protection to the customer.

 Trusted Payment Solution Providers ensure Compliance

There is no doubt that remote working is here to stay. For employees and customers this has given flexibility and choice, while for organisations this has meant changes in HR, operational and financial policies and processes.

Fortunately, technology provides the bridge between flexibility and responsibility. Working with trusted payment solutions from regulated providers helps with PCI DSS compliance and data security, protecting both the merchant/contact centre and the customer.

About the Author

Rob Crutchington is Managing Director of Encoded.

Encoded is a leading Payment Service Provider and pioneer of new and innovative secure payment solutions for contact centres.  Encoded offers a range of card payment solutions designed to help organisations comply with PCI DSS, GDPR and the newly introduced Payment Services Directive (PSD2).

Encoded’s solutions are trusted by many of the world’s leading brands including Samsung, Mercedes-Benz and BMW, as well as a host of UK utility companies such as Green Star Energy and Severn Trent Water.  Solutions include:  Agent Assisted Card Payments, E-Commerce Payments, IVR Payments, Mobile Apps, PayByLink Mobile Payments and Encoded Gateway Services.  For further information please visit www.encoded.co.uk

The shift to a hybrid working system or full-on work-from-home arrangements for customer service agents comes with a number of challenges, among them the need for added security.

However, you don’t need to have a degree in cybersecurity to ensure that your digital workspaces remain secure. Read on to learn how you can safely and securely work from home.

1. Use antivirus and internet security software 

Antivirus software protects your devices from various threats that range from those that can cause minor inconveniences to those that can cause serious harm to your online security and finances. Choose professional-grade software and update it regularly to ensure that you are protected from the newest malware and viruses.

2. Only install trusted software and application 

More and more meetings are being held on Zoom and other conferencing platforms. You are also likely using collaboration software to easily share work information with co-workers. Make sure that you obtain this software from the providers themselves. Avoid third-party software sites since downloads from these sites can contain malware. Also use built-in security features such as unique conference IDs and passwords, as well as waiting room features, to verify the identities of people who want to join your online discussions.

3. Use a VPN (Virtual Private Network)

Your VPN provides a secure link between you, your co-workers and your customers by encrypting all transmitted data so you can work securely. A VPN is a crucial layer of security, especially if you are regularly sending and receiving important and sensitive information like financial data, strategy documents, or secure customer data, among other things. Many employers provide VPN software that can be installed on your remote work devices. If your employer does not offer this option, you can look at using a VPN alternative. VPN alternatives include identity and access management platforms, privileged access management, third-party security platforms, and zero trust network access. All of these offer similar functionalities and security features.

4. Use a secure Wi-Fi Connection 

Ensure that your home router and Wi-Fi controls are not easy to break into. The first step is to change the password from the default option (or add one if you don’t use one) and choose a strong one. If you don’t have a password on your home Wi-Fi anyone can log in and use your connection, as well as access any device connected to your Wi-Fi network. Update your Wi-Fi passwords regularly as well. It is also useful to change your SSID name. This is the name of your wireless network and can help cloak your home network from potential hackers’ eyes. Finally, you can also beef up your network encryption. Choose among WEP, WPA, and WPA2 encryption types. You can do all these by accessing your network browser. Check your manual on how to make these specific changes to your network.

5. Use dedicated work devices 

Try to use a laptop and computer that is dedicated to office work. This way you can avoid mixing personal and work info on your devices and avoid inadvertently sending work information using an insecure laptop or phone. It is also important to ensure that all work data is securely stored on company devices. Check with your employer to see if they provide dedicated devices for home use.

6. Back up data regularly

Cybersecurity threats can result in data breaches and loss of information, which can be costly for businesses. Backing up data regularly ensures that you have a copy of your work in case something happens to your device or files. There are various backup options available, so choose one that fits your needs. You can use an external hard drive or a cloud-based backup service provided by your employer.

7. Update security software and devices

Make sure that the security software on all your work devices is up to date. This includes your anti-virus, anti-malware, and firewalls. These tools help protect your devices from malware and other online threats. It is also important to keep all your work devices, including laptops, computers, and smartphones, up to date with the latest security patches and updates. Employers should provide these updates for work devices, but if you are using your own device for work make sure to install updates as soon as they are available.

8. Limit access to work devices

Restrict physical access to work devices when working from home. This means keeping devices in a secure location when not in use, such as a locked drawer or cabinet. If possible, set up password protection or biometric security, such as fingerprint recognition, to further limit access to work devices. Employers should also provide remote device management tools that can be used to remotely lock or wipe work devices if they are lost or stolen.

9. Use strong passwords

Create strong passwords for all work accounts and make sure to update them regularly. A strong password is at least eight characters long and includes a mix of upper and lowercase letters, numbers, and symbols. Avoid using dictionary words or personal information in passwords. It is also important to never reuse passwords for different accounts. If you need help creating strong passwords, there are various password management tools available that can generate and store passwords securely.

10. Enable two-factor authentication

Two-factor authentication (also known as two-step verification) adds an extra layer of security to work accounts. When two-factor authentication is enabled, you will need to enter a code in addition to your password when logging in. This code is usually sent to your mobile phone via text message or generated by a mobile app. Two-factor authentication makes it more difficult for hackers to gain access to work accounts, even if they have your password.

11. Be aware of phishing scams

Phishing scams are a common type of cyber-attack where hackers send fraudulent emails or text messages in an attempt to steal personal information. These messages often appear to be from a legitimate source, such as a work or financial institution. Be on the lookout for red flags, such as unexpected requests for personal information or links to unfamiliar websites. Do not click on any links or attachments in suspicious emails or text messages. If you are unsure whether a message is legitimate, contact the sender directly using a phone number or email address from a trusted source.

12. Never work on public Wi-Fi

Public Wi-Fi networks are not secure and should be avoided when working from home. If you must use public Wi-Fi, make sure to connect to a VPN first to encrypt all data that is transmitted.

13. Be cautious when sharing personal information

Be careful about what personal information you share online, even in private messages or emails. Hackers can gain access to these conversations and use this information to steal your identity or commit fraud. Only share personal information with people you know and trust.

14. Keep work and personal accounts separate

Use separate work and personal email accounts, social media accounts, and other online services. This will help to prevent work-related information from being shared publicly or with people who should not have access to it.

15. Update work devices regularly

Make sure work devices, such as laptops and smartphones, are running the latest software updates. These updates usually include security patches that can help to protect against cyber-attacks.

By following these tips, customer service agents can work from home securely and help protect your employer’s customer data. Remember that cyber security is a shared responsibility, so take steps to protect your own personal information as well. Taking these precautions will help create a safer work environment for everyone.

Embrace analytics to boost your wellbeing strategy. That’s the message from Ross Daniels at Calabrio. Here, he takes a closer look and gives 3 reasons why you can’t afford to ignore the latest advancements in technologies designed for modern workforce optimisation and engagement.

 In our last blog, we asked the question ‘what does wellbeing really mean?’ and came to the conclusion that the major barrier to wellbeing – stress – affects everyone in the contact centre and beyond. The major stress triggers of hybrid working practices, increased customer demand and a fast-changing competitive landscape are taking their toll as people adapt to a new world of work.  We shared several coping strategies and introduced the importance of data in promoting wellbeing across the whole organisation.

In this second blog of the series, we explore why technologies that humanize experiences through the likes of AI-infused analytics and intelligent automation, such as modern Workforce Engagement Management (WEM) solutions, are the next step towards developing a robust wellbeing strategy.

 3 ways to de-stress the workforce

Today’s WEM solutions offer the perfect de-stressing tool for agents, operational supervisors and senior managers. Use them to enhance staff engagement, optimise contact centre performance and boost profitability:

1. Your day, your way – agent stress is a powder keg just waiting to explode.  Agents cite managing their work/life balance as the biggest stress factor (41%) followed closely by ‘complex customer issues’ (36%) and ‘too many calls’ (34%). When agents take control of their working environment, their mood lifts, they feel energised and stress levels fall.  Bring calm to chaos by introducing self-scheduling tools so your agents can move lunches, catch-up with colleagues and make time for new learning as customer demands or domestic events occur throughout the day.  Equally, give them the chance to add extra working time to their coming week if they need to earn overtime. Self-scheduling gives agents independence and access to instant changes, yet approvals can be automated based on staffing-need parameters.

Why not add personalised dashboards to the mix so your agents can track their own performance to remain focused and motivated?  This is a particular bonus when the majority of people are working remotely.

2. Superstar managers with a listening ear – being a supervisor today is hard work.  They are expected to excel operationally and be excellent people managers but often lack the data and tools to manage the fast-changing dynamics of their contact centre effectively. While many organisations are busy leveraging analytics to uncover the voice of the customer, the same cannot be said when it comes to truly understanding agents.  Roughly half (48%) of contact centre managers report they are not doing enough to focus analytics tools on their teams and cite training opportunities (37%), employee satisfaction (33%) and productivity (33%) as the top missing insights.

Using analytics for personalized performance coaching has been made easier by the introduction of AI enabled recording and tracking of 100% interactions and agent performance metrics. This data can facilitate coaching conversations, while identifying individual or team skill gaps to allow managers to provide better training and support to agents who need it most. Data-driven performance coaching increases agent confidence, satisfaction and productivity while easing operations and a manager’s path to achieve these results.

3. Reap the rewards of a connected enterprise – to grow, organisations need a 360-degree view of their data. Yet, according to Harvard Business Review, while 83% of companies stress the importance of turning data into actionable insight, only 22% of senior executives feel their company is successful at doing this. How can business leaders possibly make informed decisions and improve profits if they have no clear visibility of what is happening across their organisation?

Successful leaders recognise the importance of connectedness in every sense of the word – IT systems, information, ways of working and thinking.  It’s an approach that overcomes the harmful silos that often get in the way of becoming a connected enterprise, where all parts of the organisation work together to deliver exceptional customer experiences.

The foundation of a successful customer-centric organisation lies with positioning the contact centre at the heart of the business intelligence platform.  Sharing valuable data on the real thoughts and feelings of customers depends on seamless integration with other departments using technology such as Calabrio’s enterprise customer experience intelligence (CXI).  Organisations benefit from becoming more connected to their customers and their employees, and pervading stress just melts away.  

In our next blog, we delve deeper into the concept of wellbeing and how it can be used to drive personal and organisational growth.  For more ideas and inspiration on identifying stress triggers, process improvement checklists and tech buyer guides for managing wellbeing across the entire workforce download Calabrio’s Workforce Wellbeing Recovery Toolkit.

About the Author

Ross Daniels is Chief Marketing Officer at Calabrio

Calabrio is the customer experience intelligence company that empowers organisations to enrich human interactions. The scalability of our cloud platform allows for quick deployment of remote work models—and it gives our customers precise control over both operating costs and customer satisfaction levels. Our AI-driven analytics tools make it easy for contact centres to uncover customer sentiment and share compelling insights with other parts of the organisation. Customers choose Calabrio because we understand their needs and provide a best-in-class experience, from implementation to ongoing support. Find more at calabrio.com/ and follow @Calabrio on Twitter.

Benedict Bleimschein, COO and Vice President of Customer Success at Mindbreeze looks at the challenges for customer service employees working in a hybrid workplace and suggests new tools that can help them.

One size does not fit all when it comes to customer service strategies. The most successful companies will be those that adapt to and appropriately manage the hybrid workforce that is becoming the new standard among businesses today.

Companies are embracing flexible work arrangements as a means to recruit and retain employees. However, many companies are encountering challenges in managing and supervising a hybrid workforce and keeping customer service departments staffed and supported. Real operational advantages are realized when managing a hybrid team by taking a more custom and sophisticated approach than in the past.

Managing Customer Service in a Hybrid Workforce

Today, companies need to be as strategic with their approach to hiring, retaining, and promoting employees as they are with their overall strategy for serving customers. Creating the right culture and training will prove to be the most effective and sustainable way to attract and retain a diverse and talented team — both in their job title and in their title structure.

Sticking with an outdated, one-size-fits-all curriculum can be challenging, especially as companies navigate the challenges of returning to the office, whether full-time or part-time. It is best for employee retention to deploy a hybrid program that covers the needs of both current and transitioning employees. This type of sustainable model will allow for flexibility in both hiring and training representatives.

If you’re running a business with a hybrid workforce, you’re likely facing unique challenges keeping your customer service department staffed and supported.

For example, ticket support professionals or customer service hotline staff are often desperately looking for the relevant contextual information to help customers at a moment’s notice, which can be challenging. Finding these crucial pieces of information quickly and efficiently will largely dictate your team’s success. The secret to success in accessing and managing company data is in enabling holistic views of data for your customer service team.

What you Need to Know About Holistic Views of Data for Your Customer Service Team

Holistic views of customer data and the analysis of this information from multiple sources help uncover trends, answer questions, and provide actionable insights. Having a holistic view of data and a strategy for data-driven decision-making will help prevent your customer service department from falling behind within your respective competitive market.

Enabling holistic views entails bringing together structured and unstructured data to search for otherwise siloed data from different departments. The best way to do this is to implement an enterprise-level intelligent search solution that is AI-driven and can provide relevant insights for your customer service team. This is critical to consider when adopting a hybrid customer service strategy to maximize employee engagement and retention and ensure success with your company’s hybrid policies and practices.

Customer service professionals need a platform to make data-driven decisions. They need to quickly identify where silos of data intersect to make frequent predictions of customer behaviors for high-event or high-value interactions. This process requires support and updates from an AI-driven search platform powered by large data sets and human data from internal services and training.

Most customer service teams have several tools at their disposal, but no single system puts all that data together and helps them make sense of it. This problem, however, is only going to intensify with the added circumstances of the new hybrid workforce. That’s why it’s crucial to ensure that everyone in your team has access to the right tools and information so that they can respond efficiently and effectively as soon as there’s an issue. Enabling your team to effectively work with large amounts of data is a vital aspect of ramping up your hybrid workforce for the future.

About the Author

As COO and Vice President Customer Success at Mindbreeze, Benedict Bleimschein is dedicated to boosting team collaboration. His expertise in digital technologies and organizational development makes him the go-to expert when it comes to delivering cutting-edge projects that benefit both Mindbreeze’s internal and customers‘ organizational structures.

As you are aware, most call centers transitioned to working from home (WFH) due to the current pandemic while a few continued to work in the regular brick-and-mortar format.

Now as the dust settles and more people being vaccinated, call centers are gradually transitioning back into the office; for several reasons, the most prevalent is that businesses can collaborate and serve customers better.

But are agents ready to come back into the office? You may say that some of my agents miss the interaction with their colleagues, or they want things to go back to some normal. And yet I press on by restating the question, are your agents ready to return to the office?

Most agents I’ve heard from say that they are comfortable working from home, fewer chances of catching the coronavirus, save money on gas and time commuting to work, save on money spent on meals. In contrast, others feel a sense of unfairness as they believe that a transition is a form of micromanagement or a power play, where their autonomy is being traded for a paycheck to keep the lights on.

I’ve also heard that the very thought of returning to the office makes some agents shake with fear. Some have chosen to leave their current employer for those offering permanent WFH. Some agents with children prefer the WFH option since they save on child care, aren’t sure about child care available, or don’t trust the options available to them.

These are all valid points, and if your call center is moving back to working from the office, these are a few tips that may help:

• Make the transition gradual with plenty of communication. In the communication, remind agents to make arrangements for the transition. You could ask some agents to volunteer working from the office.
• Listen to your agents, are they comfortable transitioning back to the office, determine how they feel, and address them individually if they have any fears or challenges—empathize with agents who may find this move a challenge.
• Set up protocols within the office to ensure your staff’s safety and make them known to everyone such as encouraging vaccinations, having vaccinations on-site, cleaning down surfaces and so on.
• Make your employee assistance program (EAP) available to agents, and list how they can assist during your conversations such as finding care for an elderly parent or child.
• Chances are that morale could take a dip as agents may be reluctant about the change. Try having a few team-building events to engage your team.

These changes take time and need to be dealt with active listening and empathy. In this way call centers will be able to retain engaged, high performing call center agents.

About the Author

Mark Pereira is a Trainer and On-Site Supervisor at Briljent LLC. He is a Certified Professional Trainer (CPT), Certified Customer Service Professional (CCSP), Corporate Trainer Certified (CTC), and Modern Classroom Certified Trainer (MCCT). Mark is a learning leader who applies what he learns to continuously add value to his team while also implementing proven teaching methods to improve retention while taking calls, effective coaching, engaging agents for increased productivity, and leading with empathy. Mark has a bachelor’s degree in Commerce (BCcom), and currently resides in Indianapolis.

Trying to think of ways to adapt your business in 2021 as you continue to work remotely throughout the pandemic?

With many different companies and industries having to quickly shift and change to employees working from home, it has been difficult to maintain a clear and effective level of communication between both colleagues themselves, and customers/clients that a business is trying to reach.

Getting started with your own business and need inspiration on some of the best ways to reach the right people? Perhaps you’ve already been working remotely over the last twelve months, and are wondering if there’s something additional that you could be doing? Whatever the case may be, here are three key tips for reaching customers and clients remotely in 2021.

Leveraging Social Media

Social media is an imperative tool for marketing a business online in the modern day, and with a huge number of people using platforms such as Facebook, Instagram and Twitter in order to stay in contact with friends and family during the pandemic, now is the perfect time to start with a social strategy if you aren’t already. Additionally, using the messaging functionalities on these different social platforms will allow you to stay in contact with your customers, which can benefit both parties.

Tip – If you don’t necessarily have the time to employ a social media strategy across all platforms, then perhaps think about the core demographic that you want to reach, and then the specific sorts of platforms they’re more likely to use as a result. After all, there’s no point targeting a platform that your audience and customer base aren’t using.

Using the right technology

Aside from making sure that you’re using the right social platforms for your audience, you also need to make sure that you’re offering remote, technology-driven solutions that allow for you to continue to provide a high level of customer service. This includes making sure that you’re set up on the right video conferencing software (Teams, Zoom, Skype, Google Hangouts etc.) when talking to customers/clients, and also having the ability to send them key pieces of information in sleek digital formats when required.

UK-based RWinvest are a great example of a company providing these sorts of technology-driven solutions to their clients. Not only do they utilise video conferencing software and varying pdf/podcast formats in order to showcase the latest property investment opportunities, but they even use virtual reality as a way to give investors a next-best-thing answer to viewing properties in person.

Being widely available

To finalise, this one goes without saying, but being available at all times and easily accessible to your clients/customers will not only build up trust, but also ensure that you can get the job done properly, and also secure repeat business. Being able to establish a clear line of communication between you and your clients/customers will make them feel valued, and it’s good to add a layer of personability to your service, too, so that the customer won’t feel like they’re talking to a faceless corporate entity on the other end of the screen.