Over the last few months, the rise of the COVID-19 pandemic has forced countless companies to transform the way that they work almost overnight. Large businesses have all but shut-down, with team members forced to stay at home to reduce the risk of contamination. In this new landscape, business leaders only have two paths.
You can either learn how to operate remotely, with a team of employees that can handle calls and queries from a distance, or you could risk losing customers with an unpredictable period of inactivity. Since stopping customer service, full-stop simply won’t be an option for most brands, many companies are now searching for support in the cloud.
A cloud contact centre, which allows team members to tap into the same business phone technology at home as they would expect in the office, could be the key to maintaining productivity in a crisis. However, business leaders still need a strategy to prep their remote workforce for success.
Fortunately, leading cloud contact centre provider, Five9, is here to help. The company recently published an in-depth guide on how business leaders can set their remote workforce up for success. This digital download contains all the top tips and tricks team leaders need to keep a contact centre running smoothly in times of crisis.
Preparing the Remote Contact Centre
Five9’s guide to setting up the remote contact centre provides guidance on what businesses can do to maintain productivity, security, and efficiency. These tips are designed to suit any potential issue that might make the in-office contact centre impossible to access, from snowstorms and floods to fires.
Focusing on the functionality of the innovative Five9 Intelligent Cloud Contact Centre, this guide shows companies how they can make the most of the flexibility and scalability of the cloud to keep their teams connected. In the document, you’ll find a list of the equipment required to run a successful remote contact centre, from laptops to noise-cancelling headsets. However, Five9 also covers the considerations beyond hardware and software that businesses need to address.
For instance, as many companies in the last few months have come to discover, managing a remote workforce is vastly different to leading a team in-person. When you’re trying to inspire, motivate, and protect your remote workers, you need to put extra measures in place. Having the right guidelines in place that can help your team members figure out how to work more productively in a new environment is essential. At the same time, prioritising good connectivity will be critical to ensuring a consistent quality of service from your contact centre team.