How are customer relationship centers reorganizing with widespread remote work?
Making telecommuting mandatory 3 days a week to face the new epidemic outbreak was one of the main announcements by the Prime Minister on December 27, 2021. Indeed, the health crisis has durably disrupted the relationship with work, and home office is set to become structural. It is clear that contact centers are at the heart of this transformation with the advent of the cloud, a true pillar of telecommuting organization. How? By ensuring high availability and securing data, it guarantees the efficiency and increased productivity of client relationship center agents.
The cloud at the service of employee experience
Telecommuting did not wait for the digital revolution or the Covid-19 crisis to emerge, but the latter forced customer services to take the plunge: they are now – supposed to be – perfectly equipped to ensure service continuity… From their office or living room! And it would even contribute to enhancing the quality of service provided.
In a statement* published by the Bank of France, productivity gains of at least 20% are reported for tele-advisors thanks to telecommuting! Moreover, due to the acceleration of home office use it has caused, the health crisis could “ultimately lead to a lasting increase in potential growth via an acceleration of productivity.”
Dedicated Cloud solutions for contact centers allow them to retrieve the entirety of their work environment: their business software tools, client histories, or even the ticketing system. The supervisor can ensure the quality of their teams’ work and their productivity, thanks to analysis tools that, remotely, allow:
The identification of any bottlenecks encountered by the agent and the help they need,
The verification of message statuses,
The proper assignment of conversations…
The cloud at the service of customer experience
Far from altering and degrading customer experience, telecommuting enhances it! Coupled with high-performance interaction management tools, the equation is now easily solvable. Well-equipped, the agent remains at the service of their customers. They retain the contextual card, which allows them to provide immediate and personalized assistance, the automated routing that enables them to direct the customer to another advisor if needed. The IVR (Interactive Voice Response) in natural language and the chatbot are also operational, to manage basic self-service options or more elaborate services thanks to artificial intelligence (AI). Finally, emotion detection tools allow the agent to adapt their communication based on the client’s feelings!
In short, these are all the key functionalities of a client relationship center that the agent exploits from home, thanks to the cloud and a simple internet connection. The “home agent” is thus very easily in a position to offer their clients an experience equivalent to that ensured from their open space… With a good dose of stress less, and an optimized environmental impact!
Thanks to ViaFlow, adopt telecommuting smoothly without compromising your agents' performance and ensure a more stable customer engagement!
To respond to this evolving challenge that telecommuting represents, ViaDialog supports its clients in their transition to remote work, by offering them a unified platform, deployable quickly on-site and remotely to adapt easily to their needs and functioning.
ViaFlow is a natively omnichannel platform fully accessible remotely or on-site. Thanks to our solution, offer your clients an optimal experience under all circumstances!
Our experts are available to assist you with your projects.
*Bank of France, Ticket No.198, “Telecommuting, what effects on productivity? – 2021”
