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Halloween is coming up quickly and many contact centers are preparing for how they will celebrate with their staff. Many will allow their agents to dress up and some will even have contests for the best costume, most original theme for a team and most creative way that their cubicle was decorated. This is a great way to involve your staff in a fun activity, unless they are a remote agent… How do we involve the remote agents in these kinds of in-house activities, contests and fun?
This is a common challenge for contact centers with remote agents and something that they have to work through for achieving more than just the fun of the center. What is the best way to keep these agents engaged and feeling included in the culture of the center? We encounter this problem on a regular basis as a provider (and user) of cloud solutions for contact centers. The flexibility of working-from-home is a major benefit to the cloud, but it can result in employee disengagement as remote agents sometimes feel left out.Some of the top tips that we have learned over the years for working with remote agents are:
One of the hardest things about having a mixed location environment is creating a virtualized version of what it would feel to be in the office. The remote agent has benefits that in-office agents do not such as the shortest commute and a much different dress code. However, many still want the engagement aspect of what a water cooler or break room provides. Hopefully some of these options will fit with the environment and goals of your contact center and enable you to strike the proper balance between employee satisfaction and engagement.
In her role as Product Marketing Manager for inContact, Jennifer Waite is responsible for the development and marketing of inContact’s cloud-based contact center solutions. Prior to joining inContact, Jen held the position of Vice President of Product Support and Design Services at TPG TeleManagement, Inc., a leading marketing firm supporting call center programs for Fortune 500 companies. While at TPG TeleManagement, Jen led the creative design for all client monitoring forms, custom reporting and the team of support specialists for all online technology.
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