An Omnichannel Contact Center Solution is Key for Work-From-Home Success

The concept of working from home (WFH) was already on the rise before the global pandemic forced many people there.

So, it’s not surprising that many people are choosing (or their employers have chosen) to make WHF a permanent thing.

Some challenges come along with this model – for employees, leadership, and the customers you’re all trying to serve, communication being the biggest and most important.

For working from home to be sustainable for everyone involved, there has to be a reliance on the right technology. Without the proper digital communication tools, the WFH model falls apart.

The answer is an omnichannel contact center. 

Here’s what you need to know.

An omnichannel contact center solves challenges

1. Technological barriers

There are no more limitations, such as:

  • Costly hardware.
  • Rigid licensing contracts.
  • Confusing integrations.
  • Complicated IT specifications.
  • Downtime.
  • Horrible user interfaces. 

2. One solution to rule them all

With one platform, you can communicate via Facebook, Twitter, WhatsApp, SMS, and you can also add video conferencing and all the other features the omnichannel tool offers.

3. WFA (work from anywhere)

Yes, we’re talking specifically about working from home, but, with an omnichannel contact center solution, you’ll get the same quality of communication wherever you are.

  • Voice quality? Check!
  • Accurate universal queuing. Yes!
  • Real-time redundancy. You bet!
  • 100% service level agreements (SLA). Boom!

End customers get more value

How does an omnichannel contact center benefit the end-user? 

Check it out.

No one is unreachable

This means customer issues get resolved much more quickly and customer satisfaction goes way up.

More seamless communication

Contact center agents can switch between different web chat, texts messages, social media, and video from one window.

It’s easier, which means the whole experience is more pleasant for everyone. 

Additional benefits are possible

Here are more ways that an omnichannel contact center can be a boost for business:

  • Calls are answered more quickly and, even more importantly, they’re resolved faster, too.
  • Less time on the phone means more time to be productive in other areas. And everyone knows that time-savers are money-savers, too.
  • Abandon rates will decrease.

Get the most out of an omnichannel contact center

Technological unity

No one should be working in a technology silo. Everyone should be on the same platform.

When the contact center, unified communications, and omnichannel platform are all working together with the rest of the business, the customers benefit.

And when they’re happy, the business will thrive.

Smoothly transitioning to WFH permanently

Here are some tips to make the switch to working from home easier.

1. Put the employee experience first

If you want to give customers great service you have to keep employees happy.

And that’s done by giving them the training and tools they need to be successful in their roles.

2. Trust is key

Of course, having the right technology in place is at the core of managing an omnichannel contact center team that’s spread out across the country.

But success also requires a change in thinking.

A work-from-home staff won’t respond well to “helicopter” management. It’s not enough to just say that you believe in your team. You have to show them with your actions.

Start out on the right foot by making sure everyone is on the same page when it comes to company goals, expectations for individuals, and instilling the confidence they need to perform their role well.

3. Provide the right tools

You can plan and plan, with the best intentions, but it will only get you so far.

You still need the right tools. And that includes getting rid of the ones that are outdated.

An omnichannel contact center provides the best, most up-to-date communication options for greater efficiency and productivity.

Get WFH right with an omnichannel contact center

The communication landscape is constantly changing. 

What that looks like now is employers and employees choosing a permanent work-from-home model.

It can be a seamless transition with an omnichannel contact center solution.

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