Here are some essentials needed to deliver a consistent standard of customer service, no matter how your contact centre team members are distributed:
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
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.
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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:
- Enable your existing contact centre and platform to support your existing agents remotely
- 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
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.
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.
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.
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.
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.
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.