Increase the ROI of your operations with contact center solutions for remote work

Remote agents are a growing figure in the contact center industry. This is why the implementation of contact center solutions for remote work has become an essential ally that improves the ROI of operations, guarantees customer satisfaction and loyalty, and undoubtedly increases productivity, both of agents and services. Turning work from anywhere into a safe, efficient, and profitable option.

In the last 10 years, teleworking has gained 91% in popularity and by 2030, it is estimated that the demand for teleworking will increase by 30%. This has greatly influenced the adoption of cloud solutions and tools that facilitate the execution of remote operations.

It is in this way that remote work in the contact center is possible. Thanks to the technology and tools that exist and that allow for the proper management of remote operations. If, on the other hand, the management and control tools necessary to carry out teleworking successfully are not available, this can even lead to the loss of business opportunities. And we don’t want that!

Simplifly the work of remote agents

In order to offer a unique service, to meet your customers’ expectations, and, above all, to optimize your agents’ activities, it is important for companies to implement innovative contact center software that adapts to your specific needs.

An All-in-One platform is based on a global, complete, and unified solution for the contact center. With specific solutions such as:

  • Business Intelligence
  • Quality and Analytics
  • Team Management
  • Video channel
  • Gamification
  • Among others!

How does an All in One solution facilitate the daily activities of remote agents?

This tool makes it possible, among many other things, to maintain the history of all your customers’ interactions so that the agents who take your case can have the ability to best focus on your situation, providing you with previous contact information and business knowledge guidance.

Likewise, it is possible for any agent in the contact center to access it from anywhere, even from home. Offering greater flexibility and business continuity from a distance.

It also offers the ability and flexibility to guide agents through the best and most successful approach to help customers during the interaction. It is the opportunity to ensure that the right agents, with the right knowledge, are in the right place at the right time, to provide meaningful customer contact that increases satisfaction, productivity, and profitability.

That is why having an All-in-One solution, with a set of fully integrated modules, covering the most demanding needs of management, automation, omnichannel, and quality, will allow you to guarantee the success of operations. Therefore, it is a powerful and flexible tool that enables companies to optimize continuously and agile, facilitating the activities of agents and simplifying operations.

Advantages of an All in One solution for remote work

-Modular Technology and Adaptability

Allows the Contact Center platform to be converted into a highly flexible and dynamic environment. The different modules that make up the solution have a set of functionalities that are completely integrated with the rest of the elements, which makes it possible to increase the effectiveness of the campaigns by 15%.

– Increase in Productivity:

This solution allows you to identify, analyze, and respond to the needs experienced by the entire operation through an extremely modular and complete solution. It increases agent productivity by 40%, increases broadcast campaign productivity by 70%, and increases service productivity by 25%.

-Increase in Quality:

Allows to efficiently approach quality management.  Providing information and specific tools that guarantee a high level of control of the services managed by the Contact Center. In other words, it optimizes execution and programming resources by 50%.

-Increasing Customer Satisfaction:

Allowing to offer an agile and integral experience, reducing in 20% the abandonment of calls and increasing the volume of useful contacts.

Increase the ROI of your remote contact center with an All-in-One solution

Undoubtedly, now your main priority is to offer quality service with a single management platform that allows you to have the highest possible return on investment. And more so now, where remote agents have become more and more protagonists and perhaps you have found it difficult to control and monitor KPI’s in a timely manner.

This is why it is important to help in this process:

  • To be able to manage all your customer service channels in an omnichannel way. This makes operations easier in a teleworking situation. Especially if you have software in the cloud, given the flexibility, scalability, and security it allows.
  • Automate the customer experience: Using a single platform to provide a unified and personalized experience, tailored to the most specific needs of your customers.

In short, having the right technology that allows you to take advantage of the benefits and opportunities that teleworking brings to the contact center is vital. This will enable you to increase the return on investment and the increase in productivity. As well as more efficient processes, ensure the quality of service, and motivate the performance of your agents. All in the same platform, unique, from any place and through any channel.

If you want more information to achieve better management with solutions for Contact Center in remote work, we invite you to learn about Smart Staff Optimization. A package of tools that will facilitate the control of remote operations.

Sourced from: Enghouse Interactive. View the original article here.

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