The current workforce is seeing a rapid increase in demand for remote working. Allowing agents and employees to work remotely reduces office overheads, enhances productivity, and offers a host of new opportunities to business leaders.
However, to embrace this remote environment, companies need to ensure that they have the right technology in place. Making your team as effective and productive as possible in a remote environment requires more than just the right cloud PBX system and collaboration tools. Businesses also need to ensure that they have the means to track and evaluate everything from call quality to performance.
Call analytics is the often overlooked but essential feature of the remote working environment that demands more attention in today’s landscape. Organisations like Xarios are serving this need for robust analytics by delivering cloud-based, as a service solutions to today’s brands. I spoke with Product Marketing Manager of Xarios, Yasmin Gray, to learn more.
What is a Remote Team?
[caption id="attachment_27758" align="alignright" width="200"]
Yasmin Gray[/caption]
I asked Yasmin Gray to tell me how Xarios identifies a “remote team” right now. She told me that remote teams include any business with employees, contractors, or other individuals that need to work away from the office. Any team member that needs to access cloud technology for managing communication and collaboration from a distance is a remote worker.
Xarios is a market leader in the call analytics space, offering exceptional technology both on-premises and in the cloud. The Dimensions call analytics portfolio from Xarios is geared to support the recent rise in demand for tools that can improve both customer and user experience in a remote working environment. This includes supporting contractors, freelancers, and even global talent.
“Our software provides businesses with the tools that they need to analyse customer experience and keep track of staff performance at the same time"
"In the remote working environment, this means that business leaders can have a helicopter view of everything from live call status, to historical usage reports.”
With Xarios, businesses can ensure that every kind of remote worker is empowered to deliver the best possible experiences to customers. With analysis of call traffic and service levels, business leaders can even discover crucial trends that might help them to enhance satisfaction on a deeper level.
Keeping Remote Teams Productive and Managing CX
While remote teams offer a lot of benefits to today’s businesses, including increased employee satisfaction and enhanced efficiency supported by better work/life balance, there are challenges to consider. Supervisors and business leaders still need to keep an eye on the conversations that are happening between team members and customers.
After all, without the right visibility into the workforce, it would be impossible for business managers to understand where aspects of the communication landscape need to be improved.
“Keeping remote teams productive and efficient in the remote environment means ensuring that you have access to all of the right tools. Today’s remote teams are reliant on everything from integrations with CRM systems to wallboards and real-time dashboards that allow supervisors to track which team members are the most productive.”
