Managing remote teams has suddenly become both an imperative and a challenge for business.
The number of business employees working at home has been steadily growing in recent years but with the arrival of the COVID-19 pandemic the fact that allowing agents and employees to work remotely reduces office overheads, enhances productivity, and offers a host of new opportunities to business leaders leading to an exponential rise in home working.
All previous reasons for remote working were suddenly overtaken as it became the de-facto means of keeping the lights on in their business in the face of a government-imposed lockdown.
As a consequence, the problems surrounding the management of a remote workforce quickly became an imperative rather than the required necessary afterthought for management.
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Yasmin Gray[/caption]
Yasmin Gray, Product Marketing Manager of Xarios, a company serving this need for robust analytics by delivering cloud-based, as a service solutions, says that today the reach of the remote team is extensive.
“It’s not just the employee working at home; collaborative applications being used mean that there is a web of contacts that fall within remote teams such as contractors, customers and suppliers. In fact, any team member that needs to access cloud technology for managing communication and collaboration from a distance is a remote worker.”
The Xarios Dimensions call analytics portfolio is designed to provide the tools that organisations and their remote teams need to maintain customer service excellence. The same tools are available for both office and remote based staff which means supervisors and management can see at a glance how staff are performing no matter where they are located – even globally.”
Innovative Xarios Fire Stick
Yasmin Gray says that the Xarios Fire Stick innovation means that all the call statistics and key performance indications can be displayed on a wallboard format that updates in real-time on a TV screen rather than a dedicated, expensive monitor as well as a compatible browser.
“This not only reduces the cost for the user but also improves overall business agility as the use of the Firestick means that remote or home-based supervisors and managers have access to all call analytic display information.”
Xarios is also aware of the many ways customers contact their suppliers.
