Call Center Scheduling Featured Article
Valuable Call Center Tools Available to Support Remote Work and Scheduling During COVID-19
Call centers throughout the world are struggling to maintain agent collaboration and camaraderie while providing superior customer service amidst the coronavirus pandemic. Ensuring agents have the tools they need to work remotely and safely is the key to success, and thankfully many technology tools are available to facilitate a seamless call center experience.
Some call center organizations have been slow to enact social distancing and remote work measures as COVID-19 has changed life around the globe. But many call centers are considered "essential" businesses and have been forced to move to some semblance of a remote work model to safeguard the health and safety of their employees. Thankfully, many tools exist to ensure a collaborative and productive remote call center agent model is successful.
Serenova is one of the leading companies working to scale contact centers to the cloud quickly and efficiently. The company, which provides contact center-as-a-service (CCaaS) and workforce optimization solutions, offers a solution designed to move large contact centers to a remote cloud model within 48 hours. The solution also helps institute flexible remote work policies for agents while ensuring continuity and a seamless experience for both agents and customers.
The company's CxEngage contact center platform, built on AWS, is designed to rapidly onboard and enable distributed and remote agents. It has already been used to migrate a 500-plus remote agent contact center for a large government agency amidst COVID-19. The company also helped a healthcare provider's 1,000-plus call center move to a remote cloud model.
Additional technology tools available to help call centers successfully migrate to a remote work model include Anaplan, which provides software for NGOs and non-profit organizations designed to help with staff scheduling and call center rosters. Calendly is also offering free scheduling software integration with videoconferencing services as well as unpaid access to its premium services.
Dialpad is offering businesses in North America and Japan a free cloud-based phone system and videoconferencing service for two months to facilitate scheduling and collaboration. Its UberConference Business videoconferencing tool is also available for free for two months.
Call center giant Genesys (News - Alert) has rolled out a version of its customer contact software with free access for three months. The offering is designed to help companies launch a secure, cloud-based contact center enabling workers from physical call centers to handle calls remotely, from home.
ServiceNow (News - Alert) is also helping with scheduling and digitization of workflows through several new free applications. They are designed to aid existing and new customers as they deal with workflows associated with sharing COVID-19-related information. Vidyard's offering is designed to facilitate communications among employees as well as to enable managers to share video messages with their workforces. The Vidyard for Internal Communications solution will be available for free throughout the month of June.
Edited by Maurice Nagle