Since mid-March in the UK, businesses have had to adapt the way they work due to COVID-19. Most businesses have planned for and put processes in place to keep working safely despite the pandemic. With employees working from home or having staggered office hours to maintain safety, it’s important to maintain and track remote work productivity. COVID-19 can affect employee performance and businesses may benefit by measuring performance to give appropriate feedback.
Indeed, remote working comes with lots of challenges for employees. Challenges like having the right equipment, maintaining work productivity and getting enough support and feedback from supervisors and managers. The main challenge for employers is to track remote work productivity and give appropriate guidance for employees who need it.
This is especially true for contact centre managers and employees. Contact centres are bustling environments. Employees often need to refer customers to supervisors for help or escalate cases for managers to handle. Under normal circumstances, this is difficult, but during Covid-19, when working from home, this can be a recipe for disaster!
While daily Zoom meetings and monthly performance meetings with each employee is useful during these trying times, there’s another tool you can use to make life easier for you and your employees.
How AI Can Help
AI, an essential technology to track contact centres employees’ performance, comes in especially handy to track remote employees’ performance. At In-gage, we’ve come up with various AI tools, such as our Quality Auditing tool, which automatically audits all customer-agent interactions. This ensures every case is dealt with in accordance with regulatory compliance. Our Intelligent Customer Feedback surveys, to track customer satisfaction levels and provide instant feedback to the agent.
Our Quality Auditing tool gives you detailed insight about customer-agent interactions, including emotions displayed by both customer and agent. It will also flag any compliance errors as they occur. This greatly reduces the amount of work needed from managers to collect and analyse the data, and will allow them to better spend that time, giving feedback and guidance to the employees who need it.
Our Intelligent Customer Feedback also allows you to better manage and track employee performance. It will give your employees instant feedback, which will help them correct any issues and improve their customer service. The feedback gives you more insight into employees’ performance, with tangible feedback that’s automatically categorized. It will also prove the ROI of your customer service, allowing you to make informed decisions on employees’ performance.
For more information about our AI tools, or for personalised advice on how to improve employee performance tracking during COVID-19, please get in touch with our team.