Contact Centre Webinar: Maintaining Quality Remotely

Contact Centre Webinar: Maintaining Service Quality Remotely  – Wednesday 18th March at 2pm
In times like these, it’s easy to forget that it’s your front-line contact centre agents and team leaders who make the biggest impact on customer experience.

Showing support for remote working customer support teams, quality assurance and agent improvement platform EvaluAgent are hosting a series of six 15 minute webinars covering challenges and solutions faced by customer service teams faced with working from home.

Customer support leaders must have the ability to maintain quality of customer service no matter the emergency, natural disaster or virus outbreak. They must also be able to support, motivate and coach their team, no matter the location.

EvaluAgent was built by a remote team, so they understand the complexities and unique challenges a remote team can face. From an increased need to communicate effectively, managing motivation remotely, through to maintaining service levels to customers. Being remote for extended periods of time can have all sorts of challenges and EvaluAgent are here to support you and your teams.

The webinar series begins on Wednesday 18th March at 2pm, with ‘How to set up remote customer support teams for success’, hosted by CEO and Co-Founder Jaime Scott. This kicks off the series of 15 minute webinars with topics including:

– 3 actions that will support team leaders in managing remote agents

– Tips for providing feedback and holding effective 1:1 remote sessions

– How to motivate remote customer support teams

– How to continue demonstrating compliance with remote teams

– 5 ways to embrace technology to support remote working

Given time is a valuable thing in a contact centre at the best of times, the sessions are limited to 15 minutes, meaning team leaders and managers can access the guidance quickly and get straight to implementing within the hour. Find out about the series here.

Jaime Scott, CEO and Co-Founder of Evaluagent shared his advice for newly remote teams:

“When we lose social interaction such as working remotely, it’s easy to become SILO’d and lose sight of the big picture. In times like these, it’s so important to take care of your team and your teammates.

“Being remote for extended times can get lonely, as you’re losing a lot of social interaction when not being face to face. Make sure communication frequency is stepped up and try and utilise voice or video channels where possible.

“Embrace tools and technology to support this change in working environment. Slack, Zoom, Microsoft Teams. They’re all there to help you and your team to maintain your service levels and help keep the business going. Make use of free access to software that is quick to set up with 30 day access and monthly subscriptions.

“We don’t know how long this period will last, so set your agents up for success from the start, keep them motivated and productive. It’s going to be a tough time for a lot of businesses. Remember your people are your biggest asset in times like these. Look after them and let them look after your customers, from wherever they work.”

 

 

To register for the Webinar or for additional information on Evaluagent Click Here