Setting Up your Contact Centre
Team to Work from Home

Setting Up your Contact Centre Team to Work from Home

  • What you need to get started

  • Challenges and traps!

  • Tips and Tricks

Here are some essentials needed to deliver a consistent standard of customer service, no matter how your contact centre team members are distributed:

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Anywhere Access

Agents need to be able to work from anywhere with just a PC, Internet connection and headset

Feature Consistency

Aim to ensure the same level of functionality is available remotely that your customers are used to day-to-day

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Ease of Use

Without the office infrastructure you need agents to be able to easily function alone

CHECKLIST: Remote Working for the Contact Centre

Check that you’ve covered all considerations for your remote Contact Centre.

WEBINAR: Watch on Demand

CCNNZ interviews CX Managers at Cessnock City Council and Lotto NZ about their remote operations.

Contact us here to let us know your needs.
Please add a note to let us know if this is urgent.

If you need to keep your contact centre running with remote agents, Enghouse Interactive offers two primary options that we can quickly provide without Cloud solution within hours:

  1. Enable your existing contact centre and platform to support your existing agents remotely
  2. Quickly deploy our Enghouse Cloud Contact Centre to new remote worker destinations

Enghouse Cloud, our award-winning cloud contact centre, can be set up and operational in just hours. Your agents will be able to work from anywhere with just a PC, Internet Connection and Headset –fill in the form to talk to one of our experts.

Further Reading

Download the
Brochure

Find out more

Case Study: British
Telecom Global Services

Find out more

Whitepaper: The
Pros & Cons of a
Cloud Contact Center

Find out more

Webinar: The Pros &
Cons of a Contact
Center in the Cloud

Find out more

ebook: 6 tips for
moving your Contact
Center to the Cloud

Find out more

Webinar: Lessons
Learned from moving
to Cloud

Find out more

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Be up and running with an operational contact centre in hours, not months

If you’ve encountered technical challenges in converting your existing technology to work from home, cloud may be the best or only solution. Using cloud technology to enable your existing solution allows your team to be fully operational in the shortest possible time. You can also bring all of your business-critical data together as many of your apps will already be in the cloud. And as your business needs change and grow, you can simply adjust without the need for hardware planning or IT overhead. You can add agents or features quickly to adapt to your organisation’s requirements, reacting at a moment’s notice. Agents and supervisors quickly get up-to-speed and work productively with the browser-based TouchPoint user interface.

Enghouse Cloud Contact Centre supports key local and international data security requirements. The solution allows you to focus on core business, eliminate capital expenditure and reduce IT costs.

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Winner of the 2019 IBM Excellence Award
Hybrid Cloud Innovation

This award recognizes the outstanding IBM Business Partner that has demonstrated innovation & creativity using the IBM Cloud platform, while delivering superior performance and growth

Create modern, intuitive customer care solutions and strategies with Award-Winning Enghouse Cloud Contact Centre and meet the operational demands of your business at any scale, in any geography worldwide.

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Optimise your staff

Ensure maximum success with an engine that delivers each interaction to the person best suited for it. Free up agents to handle high-value calls by automating responses to FAQ and other repetitive enquiries.

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Myriad ways to engage

Influence a positive outcome from the get-go by engaging your customers via the channel they choose, including social messaging and chat. Leverage a single, powerful platform to enable true omni-channel communications.

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Boost performance

Transform customer care by providing automated and intelligently assisted agent responses, improving productivity. Seamlessly integrate back-office apps to deliver contextual insights to each interaction and accelerate resolution.

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Reporting and visibility

Monitor and track each interaction in real time, and build actionable intelligence to improve outcomes and provide searchable data for security and compliance as well as staff coaching.

About Enghouse Interactive

Enghouse Interactive is a leading expert in customer communications. The contact centre is at the heart of your business, which provides opportunities to differentiate your company’s service, as well as gain feedback and build customer loyalty.

With over 25 years experience, across industries served, our communication platform is agile enough to efficiently respond to customers from any channel, while providing actionable intelligence to drive ongoing improvement. Our unique omnichannel contact centre solutions offer choice and flexibility. They are also scalable in deployment, size, complexity and integration to ensure success and effortless customer interaction, whatever your budget.