It’s critical that contact centers can distribute agents to remote locations or their homes. Gaining this capability requires deploying technology that satisfies both technical and process requirements. By considering four key technology domains, organizations can balance the needs of customers with the health and safety of home agents.
WWT’s experts help organizations understand available solutions, provide insight on which tools and strategies are most critical to success and present quick and cost-efficient ways to continuously enable a shifting workforce through a one-hour consultation.
Contact centers are more important today than ever before as agents become the first line of communication for many organizations that have temporarily shut down locations or offices. But agents, too, are being forced to work remotely. WWT’s Ed Villareal discusses the challenges organizations face when enabling employees remotely and how companies can leverage what they already have to spin up a contact center in short order.
Because most contact centers provide a limited amount of remote work for agents, it’s rare that an agent will have the appropriate technology to effectively work from home. At a minimum, they'll need a laptop and headset to perform basic functions. From there, organizations should begin to explore what additional endpoints might be needed for agents to deliver an optimized customer experience. This can include webcams, video systems and IP phones.
Organizations are exploring application and voice access solutions for their home agents. Agents using softphones can use VPN to connect back to the corporate network. Using a physical phone, agents can use mobile remote access (MRA) that acts as a firewall specifically for voice and video endpoints and doesn’t require a VPN. While VPN can work for application access, organizations should consider VDI for security and scalability.
Home agents likely will need to boost their home internet bandwidth to ensure consistent, predictable and reliable customer experiences. Organizations will need to start exploring ways to deploy technology to home agents that accounts for the bandwidth consumption of IP phones and video endpoints while prioritizing critical contact center applications.
From call and desktop recordings to home agents’ need to access sensitive data, security is a top concern for contact center organizations. Organizations will need to examine how best to secure applications to maintain strict compliance guidelines for regulated industries. This includes determining which solutions can be implemented now to protect data while assessing longer term actions that extend enterprise security policies and technologies to home agents.