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How Internal Chat Boosts Productivity For Remote Teams

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April 3, 2020
By: LiveVox

How Internal Chat Boosts Productivity For Remote Teams

Staying connected has never been so important. 

A key component of your company’s shift to remote work will be keeping lines of communication intact and open. In an office setting, it’s easy to tap your co-worker’s shoulder when you need to ask a question or walk directly to your boss’s office for a one-on-one chat. 

But what happens when there is no office to work from? How can you maintain and grow an open-door atmosphere without agents and managers being physically together? 

You do it through internal chat. 

Instant messaging, chatting, pinging – whatever you want to call it, it’s how companies are digitizing every day, in-person conversations that are critical to getting work done. Especially in contact centers, being hands-on is important. Whether it’s a disgruntled caller whose issue needs escalating, getting managerial approval for a pricing concession, or technical issues requiring product expertise, your team needs to stay in constant contact. 

Here are a few ways internal chat can keep your team on track. 

Project Management

Internal chat provides your team with a way to stay on top of work. Team chat helps organize conversations about multiple topics and lets agents search through conversation histories to see if a question has already been answered. 

Built-in chat enables contact center teams to address two needs in the WFH (work from home) environment:

  • Inter-company agent discussions. 
  • Supervisors can engage agents in chat to continue an expected level of engagement.

LiveVox’s built-in chat tool can be used in three ways:

One-to-one chat

This feature helps your agents have in-the-moment conversations as the need arises. Agents can send direct messages to other agents on the team.  And, agents can communicate with supervisors or managers and vice versa.

Another handy feature available to users is the option to send broadcast communications. This is ideal for communicating out rapid-fire messages to a large group about impromptu changes such as switching your dialing practices at a certain time of day or notifying groups about company updates en masse.  

One-to-many broadcast

This can also be used to allow groups of agents to communicate and share tips and tricks, FAQ answers, helpful links, etc.

Team Collaboration

When working from home agents need to communicate in the moment and keep teammates in the know. Internal chat keeps teams connected not just via private chat, but by enabling managers to schedule calls and meetings within their teams and share vital information instantaneously, directly on the screen that agents are working from. This eliminates missed emails and keeps everyone moving in the same direction, on time. No more missing messages and not getting important information!

If working from home is new to your organization, managers and supervisors may feel they’ve lost some visibility and control over their operations. Internal chat helps retain that sense of access to everyone in the company. 

Moreover, to increase control in a remote work setting, your internal chat and collaboration solution should live in the cloud. A native cloud platform ensures maximum uptime, availability, and accessibility and eliminates difficulties for IT because it’s likely an out-of-the-box platform feature. No configurations or coding is necessary.  

Maintain Regular Check-Ins

In addition to being an incredibly practical operational tool for remote teams, internal chat also goes a long way toward fostering transparency and building relationships. Internal chat can stand in for those face-to-face interactions like one on ones that help allay manager concerns about productivity and agent concerns about limited access to support.

Consider establishing a daily cadence for check-ins with agents to discuss workload, progress, and any blockers that might exist for the day. Putting a structure in place will help the team navigate this new (not so) normal circumstance.  

So, to summarize: 

Internal chat helps remote teams on three levels: 

1. Lack of information – Conversation histories are a resource; Broadcast messaging keeps people on top of in-the-moment notifications and real-time changes.

2. Social isolation – Keep managers and agents in touch and positive working relationships intact.

3. Lack of face-to-face interaction – An instant way to connect, ask questions, escalate concerns and be heard.   

In a remote work setting email alone is not a sufficient enough form of communication and continuous internal phone calls are distracting and reduce working time. To help teams thrive and maintain the level of interaction and collaboration they’ve grown accustomed to in an office setting, you need to implement multiple channels on which to connect daily. 

The richer your internal communications stack, the more aligned, informed, and happier everyone will be.  

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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