{"id":1135,"date":"2012-04-12T09:40:58","date_gmt":"2012-04-12T09:40:58","guid":{"rendered":"https:\/\/blogs.poly.com\/contact-centred\/?p=1135"},"modified":"2012-04-12T09:40:58","modified_gmt":"2012-04-12T09:40:58","slug":"contact-centre-home-working","status":"publish","type":"post","link":"https:\/\/blogs.poly.com\/contact-centre-home-working\/","title":{"rendered":"Contact Centre Home Working"},"content":{"rendered":"

I attended a workshop\u00a0last year\u00a0with Michelle Rowan from Customer Contact Strategies\u00a0<\/a>on the subject of work from home agents, and\u00a0we’ve just signed up for this years workshop.\u00a0 A very full day that made me realise how much of a culture shift it is for organisations to embrace this.\u00a0 Every contact centre I’ve been to has always had wallboards, pinned up spreadsheets, posters of team names etc as physical items in the contact centre. How do you move to supply this information when your workers are in different buildings, different cities or even different countries?<\/p>\n

The workshop made me think about how we as a headset company can help with the implementation of work at home agents. Three things came to mind<\/p>\n

1) Compatibility.\u00a0Working at home opens up the types of ‘phone’ that can be used – thin clients, softphones,\u00a0SIP endpoints\u00a0all become new options for an agent to use.\u00a0 We are already working with a number of new partners to make sure we have the right devices to enable headsets to plug and play in the home environment – whatever the technology.<\/p>\n

2) Reliability.\u00a0 The last thing you need is for\u00a0a home agent to\u00a0have to travel into the head office because their headset has broken.\u00a0 Plantronics has reliability at the heart of its DNA –\u00a0When Neil Armstrong landed on the moon, he spoke his famous words through a Plantronics headset.\u00a0 We’ve continued to build headsets that are reliable enough for the most remote agents (although hopefully yours are a little closer than this!) to ensure they can continue to deliver great customer service.<\/p>\n

3) Acoustics.\u00a0 When your customers call in, they are used to a level of background noise – usually the busy hubbub of an office.\u00a0\u00a0With home agents, the background noises can be very different – kids playing in the street, dogs barking, traffic noise.\u00a0 if customers hear this, then\u00a0their trust in you will dissapear very quickly (along with their custom).\u00a0 So\u00a0having the best noise cancelling from\u00a0a headset like the EncorePro<\/a>\u00a0is\u00a0even more important at home.<\/p>\n

More to come on this subject I think.<\/p>\n","protected":false},"excerpt":{"rendered":"

I attended a workshop\u00a0last year\u00a0with Michelle Rowan from Customer Contact […]<\/p>\n","protected":false},"author":50,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":[],"categories":[509],"tags":[],"_links":{"self":[{"href":"https:\/\/blogs.poly.com\/wp-json\/wp\/v2\/posts\/1135"}],"collection":[{"href":"https:\/\/blogs.poly.com\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/blogs.poly.com\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/blogs.poly.com\/wp-json\/wp\/v2\/users\/50"}],"replies":[{"embeddable":true,"href":"https:\/\/blogs.poly.com\/wp-json\/wp\/v2\/comments?post=1135"}],"version-history":[{"count":0,"href":"https:\/\/blogs.poly.com\/wp-json\/wp\/v2\/posts\/1135\/revisions"}],"wp:attachment":[{"href":"https:\/\/blogs.poly.com\/wp-json\/wp\/v2\/media?parent=1135"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/blogs.poly.com\/wp-json\/wp\/v2\/categories?post=1135"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/blogs.poly.com\/wp-json\/wp\/v2\/tags?post=1135"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}