Work from home contact centre solutions
We are living in unprecedented times, and the world’s health, society and economy has changed into a new reality. Everything is uncertain and very volatile, and in a short period of time, teams and organisations have been forced to work from home. Leaders around the world are now asking themselves how to maintain productivity and engagement of their people while working remotely.
The answer to productivity and engagement in a remote world requires a paradigm shift in the way we think and design work. And we can help you on your remote-ready journey.
“I can’t speak highly enough of the team at The Agile Contact Centre. They are the people to work with if you want to reinvent the way your teams approach the new world of work and building purpose driven, engaged remote teams””
Challenges being faced by customer service teams
People experience
How do we set up our teams to make the most of this new level of autonomy?
We need a new way to we recruit, onboard and train virtually
How do I communicate effectively with my team(s)?
Maintaining employee engagement across a large distributed team
How to deal with change resistance remotely?
Customer experience
How do we maintain high levels of customer focus?
Deciding on the right customer metrics?
How do I ensure the right level of productivity?
Delivering coaching to our people to meet the changing needs of customers through this crisis.
Leadership
How do we build the capability in our leaders to build connected and engaged team(s)?
We’ve been forced to rethink our structure but don’t know the best model for remote teams.
We need to find a new way of getting aligned and make decisions quickly as a leadership team, where do we start?
Here’s how we can help you maintain and improve your contact centre CX
As an experienced remote-first organisation we’ve been supporting contact centres all over the world to navigate these complex changes and we’re ready to support your team to reinvent itself.
Establish Ways of workinG
coaching
By now you have probably transitioned your teams to work from home, so ensuring your team is working as well or better than they used to will be vital for everyone’s success.
Setting up a clear purpose so your teams can self-organise and make effective decisions.
Visualising the work virtually so your team(s) can deliver outstanding customer experiences.
Identifying the best operating rhythms - one on ones, coaching, team meetings so you can deliver on your engagement, customer and operational initiatives.
Transform your PX & CX
advisory
To remain relevant and able to adapt to rapidly changing customer needs, service teams are needing to transform their system of work.
Some considerations are:
KPI’s
Structure
Recruitment & Training
Workforce planning
Coaching frameworks
We will partner with you to adapt your processes, policies and structures so you can achieve your transformation objectives.
People capability
training
We can co-create the right training to meet your needs based on where you are in your teams working from home journey.
Whether you are looking to:
Build leadership capability in a virtual environment.
Empower your front-line teams to work more autonomously.
Build the capability to innovate to solve your most pressing customer problems using tools like design thinking.
Embed the fundamentals of agile leadership.
We have the experience to build and deliver a virtual solution.
Click on the button below to get in contact with us and see how we can help you transition successfully.
Helping you to get started
We have compiled our experience working with contact centres all over the world into a series of FREE resources that includes a practical guide and 5 deep dive videos to get you ready for the new dimension of contact centre work.
We also have a webinar with Marcie Murray from Shopify who shares her journey as Director of Support, in setting up a 2000 seat remote contact centre.
Purpose-led teams
Building a culture virtually requires a clear purpose supported by storytelling
Ways of Working
Create and evolve the right work visualisation at the right level to keep accountability, engagement and work progress.
Collaboration Tools
Explore simple tools to incorporate to assist your team in keeping focused and progressing.
Staying Connected
We know that change can be hard, so ensuring teams are connected to each other is paramount for high-performing remote teams
Leading remotely
How to lead virtually for collaboration, communication and engagement.