How are customer relations centers being reorganized in the wake of widespread teleworking?
Jan. 5, 2022
Making it compulsory to telework 3 days a week to cope with the new epidemic outbreak was one of the Prime Minister's key announcements this December 27, 2021. Indeed, the health crisis will have had a lasting impact on our relationship to work, and the homeoffice is on the way to becoming structural. It's clear that contact centers are at the heart of this transformation, with the advent of the cloud, a veritable pillar of telecommuting organization. How can this be achieved? By ensuring high availability and security of data, the cloud guarantees greater efficiency and productivity for contact center agents.
Using the cloud to enhance the employee experience
Telecommuting didn't wait for the digital revolution or the Covid-19 crisis to emerge, but the latter has forced customer services to take the plunge: they are now - supposed tobe- perfectly equipped to ensure continuity of service... from their office or living room! And this would even contribute to improving service quality.
In a press release* published by the Banque de France, productivity gains of at least 20% have been reported for teleworkers! What's more, by accelerating the use of homeoffice services, the health crisis could "ultimately lead to a sustainable increase in potential growth via an acceleration in productivity".
Cloud solutions dedicated to contact centers enable them to retrieve their entire working environment: their business software tools, customer histories and ticketing systems. Supervisors, meanwhile, can check on the quality of their teams' work and their productivity, thanks to analysis tools that, remotely, enable :
The identification of any blocking points encountered by the agent, and the help he or she needs,
Check message status,
The right conversation assignment...
Using the cloud to enhance the customer experience
Far from altering and degrading the customer experience, teleworking enhances it! Coupled with high-performance interaction management tools, the equation is now easily solvable. Well-equipped, the agent remains at the service of his customers. He retains the contextual card, which enables him to provide immediate, personalized assistance, and automated routing, which enables him to direct the customer to another advisor if necessary. The natural-language IVR (Interactive Voice Response) and chatbot are also operational, to manage basic self-service options or more elaborate services thanks to artificial intelligence (AI). Finally, emotion detection tools enable agents to adapt their communication to the customer's feelings!
In other words, agents can use all the key functions of a customer relations center from home, thanks to the cloud and a simple Internet connection. The "home agent" is thus easily in a position to offer his customers an experience equivalent to that provided from his open space... With a good deal less stress, and an optimized environmental impact!
Thanks to ViaFlow, you can adopt teleworking without compromising your agents' performance and ensure more stable customer engagement!
To meet the evolving challenge of teleworking, ViaDialog supports its customers in their transition to remote working, offering them a unified platform that can be rapidly deployed both on site and remotely, to easily adapt to their needs and operations.
ViaFlow is a natively omnichannel platform, fully accessible remotely or on-site. Thanks to our solution, you can offer your customers an optimal experience in all circumstances!
Our experts are available to help you with your projects.
*Banque de France, Note n°198, "Telework, what effects on productivity? - 2021"
