Remote workforce management is the practice of leading distributed teams across different geographic locations. To manage a remote workforce successfully, companies will deploy a mix of communication strategies, online processes, and digital tools to get work done. When contact center employees are performing their jobs from places other than physical offices, supervisors will use workforce engagement management tools like call recordings, speech analytics reports, eLearning modules, and more to set and monitor agent productivity standards. Internal chat channels, email, and video conferencing also play a big role in the remote work environment for contact centers and knowledge workers alike.

Effectively managing a remote workforce requires a combination of getting the right technology and processes in place. Organizations can overcome WFM limitations with an advanced communication framework like the one offered by LiveVox. Agents, supervisors and analysts can be seamlessly connected through tightly integrated desktop portals, messaging groups and notification channels. Agents can stay up-to-date on their most current schedules, including shift times and breaks, with the ability to shift-bid, shift-swap, and make PTO requests, all via a mobile app.

Managing a remote work environment can be very challenging. Some of the common difficulties include establishing clear and open lines of communication,  tracking work progress and productivity, maintaining a positive and engaged culture, scheduling difficulties due to different time zones, and building trust among teammates who may have never met in person. Finding the sweet spot for work/life balance can also be a struggle for some remote teams as some find it difficult to unplug without a clear distinction between home and work.

That’s why workforce management tools like agent scorecards, schedule and shift adherence, internal chat, and knowledge bases are critical to managing a remote workforce. They help keep team’s connected and on top of the tasks in front of them.