{"id":8939,"date":"2020-04-02T11:48:34","date_gmt":"2020-04-02T10:48:34","guid":{"rendered":"\/gb\/en\/blog\/?p=8939"},"modified":"2023-01-16T17:32:16","modified_gmt":"2023-01-16T17:32:16","slug":"get-contact-centre-agents-working-from-home-during-the-crisis","status":"publish","type":"post","link":"\/gb\/en\/blog\/get-contact-centre-agents-working-from-home-during-the-crisis\/","title":{"rendered":"Get Contact Centre Agents Working from Home During the Crisis"},"content":{"rendered":"<h2>The Current Situation<\/h2>\n<p>We\u2019ve seen an incredible amount of efforts from organisations embracing technology such as video collaboration to mobilise their workplace and keep the business moving. Each day presents new challenges for so many. There is a huge demand for critical sectors such as health and emergency management services, critical government infrastructure organisations, local authorities, supermarkets and other retailers, online deliveries, insurance, and banking to operate as efficiently as possible while keeping their staff safe. As the pandemic rapidly unfolds, there are more and more concerned businesses that are wondering how they\u2019re going to serve their customers and protect their staff over the next few months.<\/p>\n\t\t<style>\r\n\t\t\t@media (min-width: 768px) {\r\n\t\t\t\t.bottom-cta .bottom-cta-img {\r\n\t\t\t\t\tfloat: left;\r\n\t\t\t\t\twidth: 50%;\r\n\t\t\t\t}\r\n\t\t\t}\r\n\r\n\t\t\t.bottom-cta .bottom-cta-img img {\r\n\t\t\t\twidth: 100%;\r\n\t\t\t}\r\n\r\n\t\t\t.bottom-cta {\r\n\t\t\t\tbackground: #001138;\r\n\t\t\t\tpadding: 30px;\r\n\t\t\t}\r\n\r\n\t\t\t.bottom-cta .bottom-cta-copy {\r\n\t\t\t\tpadding: 0 30px;\r\n\t\t\t\toverflow: hidden;\r\n\t\t\t\tcolor: #fff;\r\n\t\t\t}\r\n\r\n\t\t\t.bottom-cta .bottom-cta-copy .btn-primary {\r\n\t\t\t\twidth: 100%;\r\n\t\t\t}\r\n\t\t<\/style>\r\n\t\t<div class=\"bottom-cta  CID-cta-2FdM5dTp IID-cta-69d01761a147e\"\r\n\t\t\tdata-dl-custom-type=\"cta\">\r\n\t\t\t<div class=\"bottom-cta-img\">\r\n\t\t\t\t<img decoding=\"async\" src=\"\/gb\/en\/blog\/wp-content\/uploads\/2020\/04\/vs-cc-rw-social-images-design-text-2.png\" alt=\"Call to action banner\">\r\n\t\t\t<\/div>\r\n\t\t\t<div class=\"bottom-cta-copy\">\r\n\t\t\t\t<span style=\"font-size: 24px; line-height: 30px;\">All the latest contact centre industry know-how in one place \u2013 register for CC Expo: Virtually Together.<\/span>\r\n\t\t\t\t<span class=\"text-center\" style=\"display: block;\">\r\n\t\t\t\t<a class=\"rc-cta-shortcode btn btn-primary btn-lg\" data-dl-element=\"button\"\r\n\t\t\t\t\tclass=\"btn btn-primary btn-lg\" style=\"margin-top: 16px; font-weight: bold;\"\r\n\t\t\t\t\ttitle=\"Register UC Summit CC Expo\" href=\"https:\/\/ucsummit.com\/ringcentral\/\" target=\"_blank\"\r\n\t\t\t\t\trel=\"noopener noreferrer\" data-dl-additional-info=\"All the latest contact centre industry know-how in one place \u2013 register for CC Expo: Virtually Together.\"\r\n\t\t\t\t\tdata-dl-name=\"All the latest contact centre industry know-how in one place \u2013 register for CC Expo: Virtually Together. | Register\">Register<\/a>\r\n\t\t\t<\/span>\r\n\t\t\t<\/div>\r\n\t\t\t<div class=\"clearfix\"><\/div>\r\n\t\t<\/div>\r\n\t\t\n<h2>Challenges for an On-Premises Contact Centre<\/h2>\n<p>Working from home has become a mandatory part of your business continuity plan during the widespread impact of COVID-19. A physical phone tied to a desk in an office is no longer functional. To enable contact centre agents to work from home has become a huge challenge. It will require numerous endeavours including operation from various teams such as telephony, security, VPN, maintenance support and network IT. Add to that the process of onboarding remote agents, which may take days, and you\u2019re looking at tremendous potential for lost productivity. Contact centres can be bulky, awkward setups that don\u2019t respond well to agile demands.<\/p>\n<h2>Helping Contact Centres Transition to Remote Working<\/h2>\n<p>To get the best response from your contact centre, your agents should be <a href=\"https:\/\/signeasy.com\/blog\/company-news-culture\/esignature-growth-remotework\/\">equipped with the right tools and technology<\/a> that allow them to work from anywhere. This is where RingCentral can help. All you need is a softphone, laptop and an internet connection and you are all set. It\u2019s easy and secure to set up and run from the cloud. No VPN connection is required.<\/p>\n<p>The cloud delivery model means you can quickly scale your contact centre up or down as needed. Just by using the software, you can scale from literally a handful of agents to thousands (and back again) without downtime. In contrast, a traditional PBX system needs a significant installation resource.<\/p>\n<p>RingCentral Contact Centre is a cloud-based contact centre as a service (CCaaS), which delivers all the benefits of cloud-based software and storage. For example, agents can log into the system and work from anywhere &#8211; including from home. The fully integrated nature of the system means you can manage multichannel customer interactions holistically and connectivity to other cloud-based applications is much easier. The service capabilities of working in the cloud mean companies can move faster on projects or on unpredictable events, and you can test out concepts without any lengthy procurement and any big upfront costs for changes and upgrades.<\/p>\n<h2>Quickly Set Up to Increase Efficiency and Reduce Cost<\/h2>\n<p>Making the switch to a cloud-based contact centre means you can successfully set up within fewer hours instead of having to wait for weeks or months from installation to onboarding. You can start to help customers straight away, and the system\u2019s integration with your CRM applications means agents have immediate access to customer contact history during calls. One intuitive interface for agents connects voice, email, chat, webchat, and more, ensuring you meet the individual expectations of customers who contact you via multiple channels. Agents can quickly access their back-office resources as well via video, messaging, and teams. Supervisors and management have direct access to coach, assist and monitor live. Your team can stay agile, fully productive and connected to customers and the rest of the business.<\/p>\n<p>The move to working from home has brought scale to the forefront in a way never before seen. <a href=\"https:\/\/www.ringcentral.com\/gb\/en\/contact-centre\/overview.html\">RingCentral Contact Centre<\/a> is an innovative cloud-based platform, designed to give companies of all sizes a flexible and scalable environment where they can connect with customers and improve <a href=\"\/gb\/en\/blog\/definitive-guide-customer-experience\/\">customer experience<\/a> on the channel of their choice, integrate with existing CRM systems, and manage agents on the move.<\/p>\n<p>For more information about managing a cloud-based contact centre, or\u00a0<a href=\"\/gb\/en\/blog\/cloud-contact-centre-help-remote-working\/\">how cloud contact centre can help remote working<\/a>, visit <a href=\"https:\/\/www.ringcentral.com\/gb\/en\/remote#cc-section\">our remote work resource centre<\/a>.<\/p>\n<p class=\"uc-expo-cta-2 text-center IId-bottom-banner-144903516 CId-bottom-banner-1098205596\"><span style=\"font-size: 24px; line-height: 30px;\">How can\u00a0<a href=\"https:\/\/www.ringcentral.com\/gb\/en\/contact-centre\/overview.html\">contact centre technology<\/a> create a better experience for customers and agents?<\/span><span class=\"text-center\" style=\"display: block;\" data-dtm-element=\"button\" data-dtm-context=\"bottom-cta\" data-dtm-additional-info=\"Learn more about contact centre tech\"><a class=\"btn btn-primary btn-lg\" style=\"margin-top: 16px; font-weight: bold;\" title=\"Learn more\" href=\"https:\/\/www.ringcentral.com\/gb\/en\/contact-centre\/overview.html\" target=\"_blank\" rel=\"noopener noreferrer\" data-dtm-name=\"Bottom CTA\">Find out<\/a><\/span><\/p>\n","protected":false},"excerpt":{"rendered":"<p>The Current Situation We\u2019ve seen an incredible amount of efforts from organisations embracing technology such as video collaboration to mobilise their workplace and keep the business moving. Each day presents &hellip; <a href=\"\/gb\/en\/blog\/get-contact-centre-agents-working-from-home-during-the-crisis\/\" class=\"more-link\">Read more<span class=\"screen-reader-text\"> &#8220;Get Contact Centre Agents Working from Home During the Crisis&#8221;<\/span><\/a><\/p>\n","protected":false},"author":244,"featured_media":8942,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[15],"tags":[25,163,157,126],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v21.8 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Get Contact Centre Agents Working from Home During the Crisis | RingCentral UK Blog<\/title>\n<meta name=\"description\" content=\"To get the best response from your contact centre, your agents should be equipped with the right tools and technology that allow them to work from anywhere.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.ringcentral.com\/gb\/en\/blog\/get-contact-centre-agents-working-from-home-during-the-crisis\/\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"RingCentral Team\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"4 minutes\" \/>\n<!-- \/ Yoast SEO plugin. -->","yoast_head_json":{"title":"Get Contact Centre Agents Working from Home During the Crisis | RingCentral UK Blog","description":"To get the best response from your contact centre, your agents should be equipped with the right tools and technology that allow them to work from 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