Whether in this crisis or in general, communication is critical to the success of your business. The communication stream between your frontline and upper management needs to be open. This enables your business to be nimble. It ensures your customers are being heard and your team adopts policy changes swiftly. But how do you strengthen organizational communication when most— if not all— of your team is remote?
Remote work isn’t the future. It’s the present. With more at-home agents today, your service teams need training now more than ever. That’s why The Call Center School has created its first e-book, “Agents at Home: How to Start Your Online Training Program.”
This free guide will help you get started with remote training. It features insights if you want to take your curriculum online or wish to create new courses on-the-fly. You’ll learn:
- How to select the right training format for your learning objectives
- What types of technologies are available for you and your remote team
- The easiest, most cost-effective way to move your curriculum online
- How to create an e-learning video class
Working from home has many benefits. You have a flexible schedule, zero commuting, and more time with loved ones. But it also has its drawbacks, especially for your frontline agents. Most remote employees face challenges. Agents may face these doubly since they often deal with customer problems, too.
The very prospect of working from home oozes nothing but initially positive connotations with regards to assumed, lenient working schedules and carefree surroundings. Although home agents perform many, if not all, of the exact same tasks as their office based counterparts, the fundamentals of working from home are commonly distorted and misinterpreted.
Working from home provides agents with the ability to perform the tasks they’d usually perform on a contact center floor, in the comfort of their own homes. As home agents communicate with telephone customers, respond to questions on social media, and answer email queries, many still question their focus, in their absence from the physical call floor.
At some point since 1989, most of us have gazed and pondered in amazement at the futuristic expectation of 2015 depicted in the 1989 blockbuster classic Back to the Future II. While the then seemingly absurd predictions of Biometric technology, video communication, mounted flat-screen TVs, and video glasses are today a spookily accurate reality, absolutely no predictions were ever made about how users will embrace a rich e-learning experience across multiple devices. It’s time to bin any secret obsessions of hoverboards and self-tying shoelaces, because 2015 is the year of responsive e-learning design!
One of the most critical steps in making and receiving customer calls is deciding not just how many staff are required, but what type of staffing solution your business will utilize. Since about three-fourths of call center costs are related to labor costs, the decision is fundamental to the operation of your business.