Many businesses are planning to decentralise contact centers and they now allow agents to work from home. Here are some tools for remote/home-based agents to manage customer contacts better.
Comstice offers customer care solutions supporting Avaya, Cisco and Amazon Connect contact center technologies. Below are the new business needs and solutions when moving to remote agent model in contact centers;
Notifications for Remote Agents
First thing remote agents experience at home is the lack of wallboards and real-time data monitors to follow the queue activity
Screen-pop: In case a browser-based agent is used, screen-pop is usually unavailable. Comstice Desktop Agent is a native desktop client for Cisco and Amazon Connect contact centers. It is a click and run application, so no installation required. When threshold for calls in queue or oldest in queue is reached, it can screen-pop and show the queue state. It can also play audio alerts such as siren etc. in case agent is not at her desk. watch video and learn more
Comstice Wallboard Desktop Ticker: Wallboard ticker is another click and run desktop application. It is very compact, sits on top of any active window and has visual and audio alerts when thresholds are reached. Agents can enable/disable one or more the indicators, make it horizontal or vertical, move it around in their screen, however they can not block it with any other window. Ticker can also play audio alerts when thresholds are reached.watch video and learn more
Monitoring Real-Time Queue Activity
If agent is on a break or away from the desktop PC, she can monitor queue activity from Comstice Wallboard mobile app. Based on the permissions assigned, she can monitor the queue and agent activity from her phone. watch video and learn more
Eliminating the need for Desktop PC
In some cases, remote agent does not have access to a desktop PC or needs to switch to mobile but still stay as an available agent. In that case, agent or supervisor can login using Comstice Mobile Agent app, go to available state and receive customer calls from her cell number. Using the built-in browser, she can also automatically access caller's CRM or ticketing page. watch video and learn more
Managing Time-Off, Schedule and Shift Preferences
Agents also would like to monitor their shift schedules and break times, request time-off, access their quality scores and update their shift preferences from Comstice Quartz mobile app. They can also access their historical reports from the app. watch video and learn more
Ability to work as a remote agent in a contact center is a great way to improve employee satisfaction. With the right tools, it could be the most efficient way to work in a customer service environment and it may help to reduce contact center attrition.