Before the pandemic hit, the office was the contact center manager’s floor. Now, this floor has expanded significantly: people across the globe work from home, and there’s no way to check their every move. This new way of working doesn’t seem to be a temporary thing. More and more organizations agree people will continue to work remotely after the pandemic, be it in whole or in part. In this new, hybrid world, we need to come up with an efficient way to provide employees with actionable, real-time information — regardless of their location. How to go about it?
Prerequisite: real-time, hands-on information
First, let’s have a look at the type of information contact center agents require to make independent decisions and perform at their best. There’s no use in showing them data they can’t influence. That makes sense. But what should you share with them? The bottom line is that all information needs to be real time and hands on: How long is the queue right now? How many emails should be answered? What’s going on in the chat flow? What is happening in WhatsApp? Which service tickets might not meet the SLA? Are co-workers (who also work from home) available to answer questions at the moment, or are they currently helping a customer?
The thing is, contact center agents need to know all these things. Anytime, anywhere. Only then, they’ll be able to assess the situation and make decisions that will benefit the organization as a whole.
Making the right decisions on the virtual work floor
Traditional contact center solutions tend to provide the information required in a scattered, intricate way. So much for an overview. And you can forget about providing employees with relevant information when they’re working from home.
Now, here’s your go-to solution: the agent desktop, which brings easy-to-digest, actionable knowledge and insights right into employees’ remote working locations (which can be anywhere). Basically, it’s the office’s performance board on the agent’s PC, tailored to their individual role in the organization. As the agent desktop is highly personalized and organized, it provides employees with an at-a-glance overview of everything they need to know. The result: they can always make the right decisions on the virtual work floor. It’s an invaluable asset to every organization that wants to thrive, now and in the future!
Want to explore the agent desktop? Please don’t hesitate to contact us. We’d be happy to perform a Quick Scan and discuss your Visual Management opportunities.