Activating smart working in a company in just one working day — is it technically possible, or it is just another marketing trick?
In the recent weeks and months, due to the COVID-19 outbreak, many companies around the world have been struggling to provide their employees with tools that can enable them to work from home while maintaining the same level of productivity and availability.
This is especially true for those companies who never had the practice of remote working in place before the outbreak. Just a few months ago, smart working was simply “nice to have”, and was used only by a small percentage of companies. Today, it is no longer optional; it has become a must-have capability for every business as a means of survival.
As discussed in a previous post
, stress in the workplace is no small concern. The fact that it doesn’t feel good is the least of its problems: beyond simple headaches, stress leads to a startlingly dire spectrum of physical
Worse, office stress is on the rise worldwide. According to Korn Ferry, in the span of 30 years employees have become 20% more stressed about their jobs. Similarly, the American Institute of Stress points to the combined topic of work issues as the leading cause of anxiety.
While fixing office stress will take definite effort, for now, you can at least keep yourself sane through the workday with these tips. Continue reading
How to boost the performance of your customer service department and make your customers happy
Any company interested in growing is striving to win new customers and retain their existing ones. Your customers, in fact, have the same need. Let’s see how you can help them.
Would you agree that winning new customers and retaining the existing ones, for the most part, depends on the performance of the customer service department?
In this article we will see in detail some typical challenges that call agents face each day, that prevent the company from achieving its business goals, and how you can help them overcome these problems.
✔ Flexibility in managing agent opt-in/ opt-out option
In a critical situation, when there is a high load of incoming calls, call agents have no easy way of adding themselves to a call queue. They either have to depend on a system administrator to do it for them or to remember complicated procedures to do it via a dedicated Feature Code.
Let’s keep in mind that the primary tool used by contact center agents has always been, and still remains, the desk phone. What about a simple button that allows a call agent to opt-in/ opt-out of getting calls from the selected call queue directly from the desk phone?
Today, successful organizations must be dynamic and able to respond quickly to feedback. A new UC platform is the information system of this lean revolution. Team members will be able to communicate and make decisions faster and more effectively, and customers will be able to collaborate with team members without proxies. New ideas or new ways of looking at business can appear when the tools we use to communicate inspire us.
The UC platform itself must thus adapt over time to transforming needs, both inside and outside the organization, allowing users to collaborate better with customers and to always provide better service.
In order to do this, the UC platform must be constantly fine-tuned by users and updated to take advantages of all the latest improvements. UC solutions providers must strive to always provide new usage scenarios and ideas to organizations. Organizations at all levels must be open to adapt to new technologies.