When we think of ‘teamwork’ we usually visualise a group of people working closely with one another, in an office or call centre. Teamwork is being able to work with other members of staff to achieve better results and provide each other with support. However, with the coronavirus pandemic, the usual workplace dynamics have shifted. With the majority of workplaces forced to begin home working for the first time, employees are finding themselves having to learn a new way to support teamwork. Although, the real struggle can be seen for the managers. It has become increasingly difficult to create an effective plan to manage teams, ensure coordination and coach employees effectively. Now that many employers are considering split working between home and the office engaging remote employees is now incredibly important.
Businesses have had to find effective ways to overcome these issues and find solutions to support their team members. In-Gage have created an app that is compatible with Salesforce, that helps you to manage team productivity which creates unlimited business growth. We have put together an easy way for you to figure out the best way of engaging remote employees.
Streamline task scheduling:
Scheduling is such a key part of running any business smoothly, and with the added stress of managing teams from remote locations it is more important than ever to ensure everything is streamlined for efficiency.
Reinforcing better customer relations:
Our Salesforce tool is powered by AI to highlight cases based on emotions and sentiments expressed by customers. We utilise real-time data to help managers identify skill gaps in call centre employees on the frontline, which means you can provide targeted training and coaching fast and effectively to your staff.
Efficiency should be the goal for any manager. Ensuring that their team are able to function fast and effectively without sacrificing customer service is so important to building a successful team. Our In-Gage app helps save time by categorising cases automatically and track case efficiency, allowing agents to save valuable time when trying to deal with customer issues and calls, and reducing customer effort and cost-to-serve.
This helps management levels to understand individual performances and gauge improvement in call centre agents. Staff with better resources to suit their tasks are able to feel more supported and motivated in their job. Once staff are able to easily access the information they require they are more effective at their jobs and customers are more satisfied with the service provided.
Improve employees’ skills through coaching:
Engaging remote employees require a lot of effort when it comes to coaching. But with our In-Gage app, this has become a thing of the past. We take all of the metrics measured by the app and utilise our easy-to-use coaching forms so managers can easily track progress and where training may be required.
The data held with Salesforce can easily link the scores and learning to different cases and opportunities. It reduces manager’s time spent on data gathering and enables transparency of QA performance. On the basis of individual performance, managers can devise coaching outcomes that encourage them to take on more responsibilities and empower individuals to excel.
Employee engagement surveys:
We all know how hard it can be to work from home. The difference in the environment can be stressful for some workers and they can take longer to get used to a new way of working. One of the best ways for engaging and understanding remote employees is to use surveys to assess their needs.
As a business, you want to ensure you are providing your employees with the best support. Our In-Gage tools have automated employee engagement surveys that are designed to measure and assess the engagement and motivation of call centre agents in order to achieve the best work from them. This allows insight into employees’ thoughts and attitudes towards their work environment and well as providing management with the information needed to improve satisfaction for employees and customers in turn. Happy employees lead to happy customers.
Now that remote working has become more widely used by contact centres, it is important that businesses choose the best tools for engaging employees remotely, to ensure efficiency and effectiveness are not affected by this change in dynamics. To find out more about how In-gage can help you with engaging remote employees, visit our contact page or request a demo of our In-Gage tool and see for yourself.