6 Contact Center Solutions That Can Improve Your Customer Experience in WFH Scenarios.

Business disruptions can impact organizations of any size in any location. From weather to power outages, political events, or even virus outbreaks, every organization needs to develop a business continuity plan to ensure its business operations can continue, no matter the disruption.

The COVID-19 situation has changed business operations globally. Work from home (WFH) which was a privilege for some has become reality to all and may soon become a norm All workforces around the world are forced to WFH. But not everyone can WFH efficiently.

WFH for contact centers were considered a dream because of Infra setups, devices, customer policies & regulations. But with advent, if cloud technologies this dream has come to reality. Cloud contact centers can be accessed from anywhere, so WFH mode can be easily switched on.

However, there is still a lot of work to be done here to give the best experience for both agents and customers. Both sides have their challenges to deal with. There is a high degree of unreliability, uncertainty for agents even when they work from home Internet bandwidth, poor connectivity, network disruptions, electricity outages, and many more reasons present a major challenge.

IT departments have their own set of challenges to run these contact centers smoothly. Cloud security, access management, compliance adherence, and system integrations are just a few of those. In such scenarios both contact center products and contact center companies need to evolve and implement solutions to overcome these challenges. We have identified a few quick solutions that contact center products and companies need to implement for an enhanced customer experience even is such WFH scenarios.

6 call center solutions must for WHM scenarios

1. Smart Call Management

Call Routing- Route both inbound and outbound calls to an agent`s PSTN number: cloud call centers today use online routing mechanisms. Offline Call Routing enables you to route callers to an online agent. They could answer calls on their mobile phones or landlines, ensuring easy call monitoring and great customer experience.

Number Masking- Mask customers` numbers to maintain privacy: When customers dial into the virtual number, the call is easily received by the agent on their mobile phone or landline. When an agent dials out, the customer doesn’t see the agent’s number, but your businesses’ virtual number instead.

Automatic Call Distribution- Using ACD logic, skill-based call routing, time of the day, and customer priority: For offline campaigns, the agent’s phone number is the sorting tool. It connects the caller to the agent whether the agent is logged into the system or is on the move. You can group your agents into skills, and route calls to them based on skill, time of the day, or customer priority. This ensures minimal wait times, better call center productivity and better customer satisfaction rates. Moreover, the idle agent-first logic ensures that work is distributed evenly amongst agents even if they aren’t sitting together in the same office.

2. Cloud-enabled & can be accessed from anywhere

On-Prem solutions would need to make several changes in their infrastructure to cope up with this scenario. Virtual Contact Center is a cloud-based contact center. What it means that Agents just need to have access to the Internet & Laptop which will ensure that they can connect to the system as per their schedule. VoIP app will play a big role here, which will ensure agents can get on call even if they are not at home.

3. AI-based Workforce Productivity

Optimizing workforce via accurate AI, ML-based systems &  predicting cost-effective scheduling will enable the creation of a very flexible workforce management schedule. Based on the agent’s availability & skillset workforce mapping can be done & call can be routed accordingly. One of the Leading job portal sites found that companies who allow remote work observed 85% increased productivity, 90% improved employee morale and 77% reduced operating costs.

4. Seamless Omnichannel Engagement

Agents need to access information to customers, their history, contact information. This, in turn, results in giving better Customer Experience which is a key to company & agent’s success. This information should be visible to agents at all times of the call or interaction with the customer. Also, predictable behavior should be able to help agents on the next course of action from the customers. Single dashboard giving all Omnichannel access to agents through which they can switch to Video call or text messaging or email instantly will result in better Customer Experience. But considering security policies Agents might need to give access to some pre-defined parameters.

5. Enhanced Policy & configuration management

As Agents are not on the same floor & might work in different shifts & as per their convenience, enhanced policy & configuration management plays a very key role in deciding the policies for all types or levels of agents. This will include access in the system, Dashboard components, Omnichannel access, Customer info access.
Security & Privacy Issues: The major task here is to safeguard the confidentiality of the company & its customers. Some companies would not want their employees/agents to access customer details from home because of data security & privacy commitments. This would restrict agents to access CRM details. But with limited functionality Call Center can function from Home too.

6. Screen monitoring & analytics

Agents screen or dashboard monitoring & all behavior measuring will play a major role in the WFH scenario. This will enable the company to measure an agent’s performance and monitor his/her actions during the call or in between the call. Latest web analytics techniques analyses user actions very accurately. Though it raises questions on the agent’s privacy, such monitoring is very useful in understanding customer experience during the call or information/replies the customer receives. Customer Experience is the key to successful contact center operations.

Your contact center products may have a few of these features already integrated or would need some integration and custom development. However, this might be a worthwhile investment to think over as the world moves towards WFH, and contact centers will also move to WFH as a norm.

Do let us know any features you think might of great value to contact centers. We are all ears to it.

Nilesh Kokate | Business Development Executive

Nilesh Kokate is a Business Development Executive at GS Lab. He looks after business development activities for unified communications and collaboration services at GS Lab. He works closely with contact center industry and has been instrumental in crafting solutions for the contact center customers at GS Lab.