Gabriela Moura's pup is hard at work
on a customer service call
Provide equipment and ensure compliance
Service teams need the right equipment to provide the kind of service customers expect, are up-to-speed on security measures, and have proper reporting in place.
Nicole: “Managing resources on a single laptop screen is certainly not ideal, especially for any length of time beyond a day. See if your company will offer to purchase an additional monitor and dock station for those who need it or were unable to transport their at-work setup to their home.”
Julie: “We have simple but vital needs: a healthy computer with a video camera, telephony service, and a headset. ConnectRN uses an added stipend to allow employees to get home office equipment, subsidizing a monitor, for example, which the employee can keep.”
Simon: “Our team needs a laptop with a good mic and camera, cell phone, VPN, headset, and dual monitors. We order everything for them and send it to their home address.”
Discover the must-have tools, technology, and equipment for an at-home workspace here.
Nicole: “Two-factor authentication is a must.”
Julie: “For us, the most important thing is personal identifiable information (PII) — how to treat it securely and delete it when done.”
Simon: “We make sure our agents use a VPN, soft keys, and remember not to print at home. We also remind them that all reports run or downloaded are being monitored.”
Learn what you need to do to protect and secure your systems and data by practicing “cyber hygiene.”
Nicole: “Our daily reports include a closer look at the activities we consider ‘normal.’ Reports help to gauge what's happening today versus what you’d expect on a normal day, such as channel volume, average speed of answer, and available time.”
Julie: “Truthfully, I wish I had time to consume daily reports. Given the current pandemic, I'm closer to only consuming that data weekly because there is no time.”
Simon: “We look at call center metrics (ASA, etc.), cycle times, agent performance, and backlogs.”
Find out how to make the most of your customer service data and preconfigure your service dashboards for actionable insights.
Connect the team
Service leaders are working hard to keep teams connected during this time. The biggest piece of advice? Make the extra effort to communicate regularly both on a formal and informal basis.
Nicole: “We are holding daily conference calls as a senior leadership team for our entire aftermarket and IT divisions. At the local team levels, conference calls and group texting have become the norm.”
Shonnah: “Zoom, Slack, email, and project management tools help us to stay connected and keep communication flowing freely.”
Simon: “I meet twice a week with my managers and send daily emails to my team. I do a ton of Chatter posts and comments, including ‘Thank you’ notes to everyone doing great work. I also have an "open door" policy with my phone and email.”
Create high-performing remote teams with these fearless teaming best practices rooted in psychology.
Nicole: “Honesty and humor have been our staples. We’ve been sending funny memes back and forth and telling stories about our kids or home situations, posting pictures of ourselves in our new work space, or talking about our daily routine to normalize an abnormal situation.”
Shonnah: “We are doing virtual bring-your-kids-to-work and virtual bring-your-fur-babies to work as well as virtual happy hours and meme-offs.”
Julie: “We do Zoom gatherings that are social only — no work talk for 30 minutes as much as we can — sharing kids, dogs, and jokes. We also have a wellness channel in Slack where we share and encourage workouts and wellbeing activities.”
Understand the importance of consistent employee engagement for your service team and overall company culture, even when apart.
The best piece of advice to stay motivated?
Shonnah: “Try to keep up your routine as much as possible.”
Julie: “Remember what you are fighting for — everyone's health and well being! Talk to each other about your fears but also the good things that are happening.”
Simon: “Over-communicate and stay positive. Don't go silent.”
To help alleviate high contact volume for your remote service teams, consider optimizing your self-service channels to get customers the answers they need as soon as possible.