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Work from Home Challenges and Solution for Call Center

by Cheena,on Aug 12,2020

After spending the last couple of months executing all of call center business continuity plans in response to the global COVID-19 pandemic, let's pause for a moment to reflect on what 's next for work from home call centers. Today , we are going to take  a closer look at some of the specific challenges and solution that companies and employees face in regards to working from home.


The call center function is one of these areas. Envision a contact center or call center: you are likely picturing a room full of agents, phones, and screens, and wall dashboards tracking customer calls, wait times, and more and more.  
The future of remote work is bright. Thus, if you and your organization decided to work remotely for, either you are a small business or big organization, it is good to take a look at the main challenges you may have to face. 

Of course, there are many challenges of a remote work.
Especially in the call centers and outsourcing companies, call volumes are increasing at a time when agents may not be equipped with their standard technology to address and route consumer needs. 

Apart from this, as customers we expect to contact organizations on the digital channels we use, such as web chat, email, SMS, and many more. We also expect to reach the right person to help us with our query on the first contact. 

Solutions
We introduce a fully integrated cloud-based work from home contact center solution means agents are available to help customers wherever they are. It means your entire team will receive access to the same tools and experiences, regardless of where they are located. Functions like intelligent call routing and ensuring multichannel contact is still being monitored will help customers feel heard and encourage first-point resolution, improving the customer experience as well as the agents.
Work-at-home call center agents can log into the system from anywhere in the world. Management and supervisors can easily monitor every remote call center agent through the cloud. They can monitor agents by listening to recordings and live phone calls. In addition, they can view their real-time performance as well as their status and send messages to work-from-home agents individually or broadcast to them in groups. In short, each remote agent is easily overseen by their employer.
 
Aria Cloud based contact center solutions offer the same revolutionary approach, unifying disparate offices and workers on a single system. It makes it easier to manage daily operations so you can focus on the experience you’re delivering and keep pace with the changing business landscape.

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