8 Ways to make homeworking a successful option for your contact centre, from Puzzel
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Colin Hay at <strong>Puzzel</strong> argues the case <strong>for</strong> a flexible approach <strong>to</strong> resources and<br />
shares eight <strong>to</strong>p tips <strong>for</strong> turning <strong>successful</strong> <strong>homeworking</strong> in<strong>to</strong> reality<br />
Mary Phillips<br />
PR Artistry<br />
Lower Woodend Barns Fawley Henleyon-Thames<br />
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PressReleasePing - January 31, 2018 - London, UK - There was a time when <strong>homeworking</strong> was the next best<br />
thing and then it <strong>to</strong>ok a dip in popularity but recently, two major fac<strong>to</strong>rs have put flexible working practices back on the<br />
map. Firstly, consumer behaviour has changed. Cus<strong>to</strong>mers now expect instant access <strong>to</strong> organisations and their<br />
questions answered at a time that’s convenient <strong>for</strong> them.<br />
Secondly, <strong>to</strong>day’s modern work<strong>for</strong>ce no-longer expects a five-days-per-week, 9am <strong>to</strong> 5pm schedule and is open <strong>to</strong> the<br />
prospect of contracting, freelancing and gig working. These two fac<strong>to</strong>rs provide a real reason <strong>for</strong> <strong>contact</strong> <strong>centre</strong>s <strong>to</strong><br />
look again at flexible, remote, <strong>homeworking</strong>.<br />
The good news is that technological advancements have trans<strong>for</strong>med the potential <strong>for</strong> an effective flexible approach.<br />
Today’s increasingly cloud-connected and virtualised world has brought with it unlimited possibilities. However, what<br />
have we learnt <strong>from</strong> past experiences and where is the best place <strong>to</strong> start when it comes <strong>to</strong> allowing members of the<br />
<strong>contact</strong> <strong>centre</strong> <strong>to</strong> work <strong>from</strong> home?<br />
8 Top Tips <strong>to</strong> get you started<br />
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Managing a remote work<strong>for</strong>ce comes with its own set of challenges. It is important that both frontline cus<strong>to</strong>mer service<br />
staff and remote workers have the in<strong>for</strong>mation and technology they need <strong>to</strong> deliver an exceptional cus<strong>to</strong>mer<br />
experience. In addition, managers need <strong>to</strong> have the right <strong>to</strong>ols <strong>to</strong> support their teams and control their <strong>contact</strong> <strong>centre</strong><br />
environment <strong>to</strong> their best ability. <strong>Puzzel</strong>’s latest white paper offers the following 8 strategies <strong>to</strong> turn <strong>successful</strong><br />
<strong>homeworking</strong> in<strong>to</strong> reality:<br />
Hire the right people and train them properly<br />
Make the most of technology <strong>to</strong> create an inclusive mobile work<strong>for</strong>ce<br />
Create a social aspect<br />
Add some fun with gamification<br />
Enable mobile management – it’s not just agents who can work <strong>from</strong> home<br />
Implement real-time analytics<br />
Maximise work<strong>for</strong>ce management<br />
Take advantage of quality moni<strong>to</strong>ring and call recording<br />
Offering remote work <strong>option</strong>s can deliver a wealth of benefits including access <strong>to</strong> a larger applicant talent pool, gains<br />
in staffing efficiency, higher employee satisfaction, lower agent attrition and less absenteeism. The latest white paper<br />
outlines five reasons <strong>to</strong> think again about <strong>homeworking</strong> along with these eight winning strategies, in more detail and<br />
demonstrates how <strong>homeworking</strong> can become a critical success fac<strong>to</strong>r in <strong>your</strong> own <strong>contact</strong> <strong>centre</strong> organisation.<br />
Download a copy at www.puzzel.com<br />
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Category: Technology<br />
Region: Europe<br />
Tags (meta-keywords): <strong>contact</strong> <strong>centre</strong> technology, call <strong>centre</strong> software, <strong>homeworking</strong><br />
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