Exploring Remote Working Solutions to Combat Crisis Situations: Contact Center Stabilization
by Bryce Gibson
Viral outbreaks, natural disasters and other unforeseen events can cause many businesses to close their physical locations and shift to a virtualized environment. Asking employees to work from home can be challenging, especially for businesses who traditionally rely on physical locations to maintain daily operations.
Fortunately, technology makes it possible for many organizations to maintain business continuity despite the shift to a remote workforce. Of course, for businesses and employees without remote work cultures or experience, this shift may be a bit shocking.
To help you streamline the transition to a remote workforce, we’ve created this series of blog posts that will analyze the key factors you should consider when virtualizing your business, technologies you can focus on to ease the transition and strategies to help you optimize the overall experience of your team.
In the current crisis, it can be easy to lose sight of the main goals of workforce virtualization. First and foremost, the shift to a work-from-home scenario is intended to protect the health and well-being of your staff and their families. Secondly, virtualization helps to keep your business operational and responsive to the needs of your customers.
When taking steps to virtualize your workforce, remember these key considerations:
By approaching this crisis in this way, you can avoid unnecessary frustration and confusion for employees and customers and ensure the most effective business continuation plan possible.
Remote workers require access to your current technology ecosystem and the tools within it to do their jobs. In many cases, remote access of an on-premise solution is possible, but enabling such access while maintaining the security and effectiveness of the technology can be challenging.
In the next post in this series, we explore solutions to enable remote workers to access your contact center platform.