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Evolving to an At-Home Agent Experience

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March 23, 2020
By: LiveVox

Evolving to an At-Home Agent Experience

While many contact centers rely on traditional office setups, as the effects of the COVID-19 pandemic develop and we all work together to slow the virus’ spread through social distancing, there could be an effect on how you coordinate your agents.

As you rise to this challenge, we want to ensure that you’re able to continue managing a high-performing team despite the distance. If you are considering work from home for your agents or have already made the decision to have agents work from home, below we show you how to minimize disruptions over the coming weeks with limited effort. 

As a cloud-based solution, LiveVox is inherently equipped to help you remotely manage all aspects of your operation while delivering excellent agent and customer experiences. What’s more, as a geographically distributed company ourselves, we know first-hand how to make magic without everyone in the same room.

Seize the Moment for Digital Transformation

Millions of companies across every industry have already discovered the joys and benefits of working remotely. In fact, remote work sees consistent growth year over year. Looking beyond our current situation with the coronavirus, shifting to an at-home agent model offers many strategic business benefits including: 

  • Access to a global talent pool.
  • Flexibility to address seasonal volume spikes.
  • Improved employee satisfaction leads to improved customer satisfaction.
  • Business continuity in times of natural disasters.

Here are a few LiveVox capabilities you can leverage right now to proactively manage this situation, ensure business continuity, and take back control:  

The Six Pillars of At-Home Agent Success

Professional Services Support Team 

LiveVox has a professional services team standing by to make necessary updates to your configurations whether you decide to provide agents VPN access or maintain limited access to sensitive customer information. Our native and neutral CRM tacks onto your existing system(s) of record for smooth sailing, even in turbulent times. 

Secure & Reliable Access to Data

Our cloud-based, distributed data centers were created to operate without service interruptions. Our native-cloud platform was designed with a high degree of redundancy and geographic fail-over to reduce the likelihood of service interruptions or downtime. That means your information is stored securely and accessible at all times. 

Data Privacy for Collecting Secure Payments 

Quickly integrate your existing system of record with our CRM, U-CRM, and allow your agents to access vital customer data remotely and securely so that they can deliver a great customer experience wherever they are.

Quality Management

Unified Agent Desktops, Agent Scripting, and Call & Screen Recording are just a few ways to ensure consistency and quality of service across distributed teams. 

With 100% call recording availability, you can monitor the quality and compliance of your agent interactions regardless of where they are or the channel they are using. This allows you to easily manage the risks associated with a remote workforce while improving agent performance. 

Maintain Control over Agent Performance

U-WFM, our Workforce Management tool, supports agent scheduling and has schedule adherence mechanisms so that even from a distance you can allocate resources and maintain visibility into agent bandwidth.  

Providing agent feedback in a timely fashion doesn’t have to be sacrificed, either. U-QM, our quality management capability, lets you send training materials directly to your agents within the platform in real-time, wherever they are, ensuring your team is supported and can continue to develop. 

Ease of Setup

No VPN? No problem. With U-CRM you can easily and reliably integrate your existing system of record and have agents up and running with business-critical customer information. The LiveVox CRM solution is a native repository that tacks onto existing systems. This means the agent’s screen will be fully integrated for ease of use.  

We’re in this Together

We at LiveVox understand the gravity of this developing global situation and our goal is and will continue to be to provide you with secure, scalable software solutions that keep the health of your business and workforce front and center so that you’re prepared not just for today, but tomorrow, too. 

We’re here to help you and can move as quickly as necessary. As the situation develops unpredictably, we want you to be able to think beyond just business-continuity and continue to improve the efficiency, quality, and compliance of your operation. 

We hope you’re doing okay. 

About LiveVox

LiveVox is a leading provider of enterprise cloud contact center solutions, managing more than 14+ billion interactions a year across a multichannel environment. With over 15 years of pure cloud expertise, we empower contact center leaders to drive effective engagement strategies on the consumer’s channel of choice. Our leading-edge risk mitigation and security capabilities help clients quickly adapt to a changing business environment. With new features released quarterly, LiveVox remains at the forefront of cloud contact center innovation. Supported by over 450 employees and rapidly growing, we are headquartered in San Francisco with offices in Atlanta, Denver, Bangalore, and Colombia. To learn more, schedule a demo today.

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