Tips for Managing Remote Contact Center Teams Effectively

Tips for Managing Remote Contact Center Teams Effectively

Did you know?
Contact Center AI is easy to do with LiveVox - Get the AI Starter Kit

Share this story

It seems likely that both remote and hybrid contact center teams will continue to thrive post-pandemic. Aside from contact center agents’ preference for remote work, remote and hybrid models provide flexibility and resilience, helping organizations better cope with changing customer demands and market conditions.

The transition to hybrid is not without challenges. Communication and collaboration tools are essential to ensure that distance does not hinder productivity, performance, and team cohesion. Managers must adopt new methods for managing, monitoring, and providing real-time feedback to agents, regardless of their physical location.

For remote agents, it is essential that software is user-friendly and intuitive to improve efficiency and productivity without requiring extensive training or technical expertise.

While the shift to remote and hybrid working models has brought about significant changes in the contact center landscape, it also presents an opportunity for managers to refine their management strategies. CIOs and IT leaders play a pivotal role by leveraging technology to bridge the gap between in-office and remote teams.

Here are some tips for managing your remote and hybrid contact center teams effectively.

Make communication seamless

Employ advanced communication tools to boost team collaboration, efficiency, and productivity

Employ advanced communication tools to boost team collaboration, efficiency, and productivity. Many organizations leverage third-party apps such as Slack, Zoom, or Microsoft Teams to synchronize, exchange ideas, and collaborate on projects. However, without integration into existing systems, these tools can create silos and inefficiencies, making it harder for teams to stay in sync. LiveVox Connect is an example of a fully integrated, native communication tool that enables seamless communication between managers, agents, teams, and departments with chat capabilities, announcements, alerts, polls, and surveys.

Give teams a digital “daily huddle”

Remote work and flexible schedules make it challenging for teams to gather for a daily huddle at the beginning of each shift. To keep agents aligned and focused on shared goals, LiveVox’s Work Center provides a unified workspace that offers a clear overview of their tasks, notifications, scheduled callbacks, and eLearning assignments. This secure and user-friendly workspace brings together all their day-to-day work, communication, and learning. As a result, agents can stay connected and informed about progress without the need for scheduled meetings or relying heavily on email.

Track changes in customer and agent emotions

By utilizing real-time sentiment analysis, contact center managers can effectively monitor and track fluctuations in customer and agent emotions. This powerful tool allows them to identify specific words, phrases, or changes in tone that trigger positive or negative responses. With access to real-time transcripts, managers can gain valuable context and determine the appropriate moment to intervene, mitigating the escalation of negative sentiments. It is worth noting that an increase in negative customer sentiment may indicate underlying issues at the agent’s home office, such as technological or internet problems, or even a malfunctioning microphone.

By utilizing real-time sentiment analysis, contact center managers can effectively monitor and track fluctuations in customer and agent emotions

Understand root causes of dead air

To identify the root causes of dead air in contact centers, managers can rely on speech analytics. Silence during conversations can occur for various reasons, such as agents needing more information, system slowness, or data processing requirements. By reviewing call recordings, managers can pinpoint agents who may be struggling with processes or systems and may require additional training.

Get real-time visibility into team performance

Are remote agents adhering to their schedules? Managers can monitor their team’s performance using real-time workforce data on schedule adherence, agent activities, service levels, and other key metrics to ensure optimal staffing efficiency. With LiveVox’s Performance and Compliance Dashboard, managers can set up automated alerts to monitor schedule adherence, trigger alerts when agents go out of adherence, and make adjustments on the fly to maintain optimal service levels.Don’t wait to optimize your remote contact center operations. Learn more about these strategies and others in our eBook, Transforming Contact Center IT Challenges into Strategic Advantages.

Did you know?
Contact Center AI is easy to do with LiveVox - Get the AI Starter Kit

How Will You Use AI
in Your Contact Center?

Learn how top leaders are ranking and prioritizing AI adoption and implementation in their contact centers.

Fill out the form below to download the report:


About LiveVox

LiveVox (Nasdaq: LVOX) is a proven cloud CCaaS platform that helps business leaders redefine customer engagement and transform their contact center’s performance. Decision-makers use LiveVox to improve customer experience, boost agent productivity, empower their managers, and enhance their system orchestration capabilities. Everything needed to deliver game-changing results can be seamlessly integrated and configured to maximize your success: Omnichannel Communications, AI, a Contact Center CRM, and Workforce Engagement Management tools.

For more than 20 years, clients of all sizes and industries have trusted LiveVox’s scalable and reliable cloud platform to power billions of omnichannel interactions every year. LiveVox is headquartered in San Francisco, with international offices in Medellin, Colombia and Bangalore, India.

To stay up to date with everything LiveVox, follow us @LiveVox, visit www.livevox.com or call one of our specialists at (844) 207-6663.

You May Also Like

 

Livevox has joined forces with NICE,
creating a Conversational AI Powerhouse.

Click here to be redirected to NICE.com


This will close in 0 seconds

 

Livevox has joined forces with NICE,
creating a Conversational AI Powerhouse.

Click here to be redirected to NICE.com


This will close in 0 seconds

 

Livevox has joined forces with NICE,
creating a Conversational AI Powerhouse.

Click here to be redirected to NICE.com

This will close in 0 seconds

 

Livevox has joined forces with NICE,
creating a Conversational AI Powerhouse.

Click here to be redirected to NICE.com


This will close in 0 seconds

 

Livevox has joined forces with NICE,
creating a Conversational AI Powerhouse.

Click here to be redirected to NICE.com


This will close in 0 seconds

 

Livevox has joined forces with NICE,
creating a Conversational AI Powerhouse.

Click here to be redirected to NICE.com

This will close in 0 seconds