Cloud computing and home-based agents are concepts that many New Zealand contact centres are still coming to grips with. Here are eight challenges and innovations for getting it right, according to LiveOps, a cloud software and applications provider to the largest US-based cloud contact centre with a staggering 20,000 home-based, independent contact centre agents.
- Create shared purpose and a high quality, customer-facing organisation in a distributed virtual workforce with no managers.
- Foster peer-to-peer interactions and certification programs to allow self-paced skills improvement with little-to-no incentive for completion. All tools need to be relevant to new independent agents, as well as seasoned agents who would be motivated to return and continue to participate.
- Address rapidly changing social aspects of teaming and competition.
- Help agents understand performance that is driven by a wide range of skill types – for example, customer service calls (with softer metrics) as opposed to sales-driven calls that have order value/sales (as hard metrics).
- Independent contractors have control of their work opportunities
- Facilitate community cooperation and competition for community management
- Gamification or Game Mechanics to drive improved performance
- Living in the social/mobile modern reality
For the proposed solutions to these challenges and details of the innovations, see the full case study of ‘A distributed social workforce drives profit and performance’ by Sanjay Mathur, Vice President of LiveOps online at The MIX.