Remote working: A Workforce Engagement Management (WEM) perspective
Pre-coronavirus, remote working was already starting to become popular with contact centres, to attract workers looking for more flexibility and to improve business continuity. Generation Z (born between 1995 – 2010), especially, are expecting more than the traditional contact centre working environment. In an industry where attrition rates are high and the costs of recruiting and onboarding staff are heavy, the remote contact centre presents both WEM challenges and opportunities.
Remote contact centres still need to maintain critical service to customers but also ensure their staff are motivated to give their best – and don’t leave. This is where WEM can extend and optimise common WFM capabilities.
5 challenges faced by remote contact centres, solved by WEM
- How do I develop a homeworking strategy which provides greater flexibility and maintains service levels? The act of procuring and deploying a WEM platform makes you consider this strategy fully. Your supplier will help you define areas where WEM technology can augment daily management processes and provide a better working environment. It’s much easier to be able to trust your workforce and for them to engage fully with homeworking if they’re all using the same WEM platform.
- Trying to be accurate, visible and fair when using manual approaches to WEM is time-consuming and difficult. It’s also open to argument and can cause dents in morale. An automated WEM platform is the perfect combination of AI, driven by human requirement. Emotive issues such as working hours, holiday approvals etc will be addressed according to the rules set, not the say-so of a manager. And, when you’re trying to engage hearts and minds remotely, it’s a game changer.
- How can I still react to changes fast – and be proactive in anticipating demand remotely? Operations managers can track what demand is going to be like and that the schedule has sufficient cover. They can automatically approve shift moves and swaps, relay company updates, contingency plans, offer/arrange overtime etc, giving an immediate boost to adherence.
- How do I empower staff at home? The WEM platform will be aware of every changing condition and can guide them. It can recommend activities to fill excess available time and actions to take to mitigate a service level risk. Staff can access their schedules via a mobile app and request to change attendance information. Or they could bank some time if they stayed late for example, to use another day. The system’s calculation of demand and supply is automatically updated with the data. The Real-Time team can then see the coverage they will have, rather than what they expect to have.
- How can managers measure and adjust performance? Automate not only what happened but why it happened. You can access transparent and unified analysis across the whole organisation; on smart phones, tablets and desktops. Remote workers can also keep up with training. Their app can show their QA stats and KPIs, and what courses and e-learning modules are available to them.
QStory’s intraday automation platform creates the perfect, collaborative environment for remote working. Get in touch below to get started.