Making remote work mandatory 3 days a week to address the new epidemic surge was one of the main announcements by the Prime Minister on December 27, 2021. Indeed, the health crisis has permanently changed the work relationship, and home office is on the verge of becoming structural. It is clear that contact centers are at the heart of this transformation with the advent of the cloud, a true pillar of organizing remote work. How? By ensuring high availability and data security, it enhances the increased effectiveness and productivity of customer service center agents.
The cloud at the service of employee experience
Remote work 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 –expected to be– fully equipped to ensure service continuity... From their office or living room! And this would even help enhance the quality of the service delivered.
In a statement* published by the Bank of France, productivity gains of at least 20% for tele-advisors are observed thanks to remote work! Moreover, due to the acceleration of resorting to home office it has provoked, the health crisis could “ultimately lead to a sustainable increase in potential growth through a productivity boost.”
The cloud solutions dedicated to contact centers indeed allow them to retrieve their entire work environment: their business software tools, customer histories, or even the ticketing system. The supervisor can, for his part, ensure the quality of his team's work and productivity, thanks to analytical tools that remotely enable:
The identification of possible blocking points encountered by the agent and the help he needs,
Verification of message statuses,
Proper assignment of conversations...
The cloud at the service of customer experience
Far from impairing and degrading customer experience, remote work enhances it! Coupled with efficient interaction management tools, the equation is now easily solvable. Well-equipped, the agent remains at the service of his clients. He keeps the contextual card, which enables him to provide immediate and personalized assistance, automated routing through which he can direct the client to another advisor if necessary. The IVR (Interactive Voice Response) in natural language and chatbot are also operational, to handle basic self-service options or more elaborate services through artificial intelligence (AI). Finally, emotion detection tools allow the agent to adapt his communication according to the client’s feelings!
In short, all the key functionalities of a customer service center that the agent utilizes from home, thanks to the cloud and a simple internet connection. The ‘home agent’ is therefore very easily in a position to offer his clients an experience equivalent to that ensured from his open space... With much less stress, and optimized environmental impact!
With ViaFlow, confidently adopt remote work without compromising your agents' performance and ensure more stable client engagement!
To address this evolving challenge of remote work, ViaDialog supports its clients in their transition to remote work by offering them a unified platform, quickly deployable on-site and remotely to easily adapt to their needs and operations.
ViaFlow is a natively omnichannel platform fully accessible remotely or on-site. Thanks to our solution, you can thus offer your clients an optimal experience under any circumstances!
Our experts are available to support you in your projects.
*Bank of France, Note #198, “Remote work, what effects on productivity? – 2021”
