{"id":39917,"date":"2020-03-31T00:00:00","date_gmt":"2020-03-31T00:00:00","guid":{"rendered":"https:\/\/newrcblog.wpengine.com\/deploying-work-from-home-call-center-agents-in-retail\/"},"modified":"2025-03-13T06:12:56","modified_gmt":"2025-03-13T13:12:56","slug":"deploying-work-from-home-call-center-agents-in-retail","status":"publish","type":"post","link":"\/us\/en\/blog\/deploying-work-from-home-call-center-agents-in-retail\/","title":{"rendered":"Deploying work-from-home call center agents in retail"},"content":{"rendered":"<p><span style=\"font-weight: 400;\">Remote customer service is the new normal. Some of the biggest heavy-hitters in the retail world\u2014including Macy\u2019s, Gap, REI, Patagonia, Bed Bath &amp; Beyond, and dozens of independent companies\u2014have closed their brick and mortar shops and <\/span><a href=\"https:\/\/time.com\/5801882\/coronavirus-spatial-remote-work\/\"><span style=\"font-weight: 400;\">mandated<\/span><\/a><span style=\"font-weight: 400;\"> that their corporate employees work from home. We are also in the midst of an economic downturn where shoppers have more time and less disposable income, and traditional shipping methods may be delayed or less reliable.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">As a result, customer service and digital communication channels play a critical role in this constrained retail environment. Consumers may be more particular about the products they purchase and the service they receive and won\u2019t hesitate to reach out to ask questions about your business\u2019s sanitization process, product availability, and shipping\/delivery details.<\/span><\/p>\n<h3><b>Meet Customer Demands: Build Work-From-Home Agent Teams\u00a0<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">While customer queries will continue to be made via phone as well as through digital channels from the comfort of their homes, the customer service reps on the other end no longer need to be constrained to an office environment themselves. In fact, activating a work-from-home support team with shopper engagement capabilities will enable you to leverage your existing contact center agents and enable you to re-deploy in-store staff to the customer service frontlines\u2014whether they are homebound or working in a store\u2019s back room. Talk about scalability! Here\u2019s what you need to know about building and scaling work-from-home agent teams to meet changed work environments and increased shopper engagement demands.<\/span><\/p>\n<hr \/>\n<p>\ud83d\ude03<b>\u00a0 <\/b>\ud83d\ude20<b>\u00a0 <\/b>\ud83d\ude23<b>\u00a0 Your first chance to make a good impression is your only chance to make an impression <\/b>\ud83d\ude03<b>\u00a0 <\/b>\ud83d\ude20<b>\u00a0 <\/b>\ud83d\ude23<\/p>\n<p>1\/3 of your customers will leave after just one <b>bad<\/b> experience! See how RingCentral contact center helped these 6 companies better serve their customers<\/p>\n<div class=\"download-form-widget enterprise-download-form\" data-url=\"https:\/\/netstorage.ringcentral.com\/ebook\/how-rc-helped-6-companies.pdf\" data-id=\"6a09782fb1f62\" id=\"6a09782fb1f62\">\n\t\t<button tabindex=\"on\"  on=\"tap:6a09782fb1f62.toggleClass(class='open')\" class=\"open-modal-download-action download-form-button\" type=\"submit\">Get the eBook<\/button><\/p>\n<div class=\"download-form-modal\">\n<div class=\"download-form-modal-body\">\n<div class=\"download-form-modal-content\">\n<div class=\"download-form-modal-title\">How RingCentral helped these 6 companies better serve their customers<\/div>\n<form class=\"download-form ENTERPRISE\" method=\"post\">\n<div class=\"download-form-part\">\n\t\t\t\t\t\t\t<input class=\"download-form-input\" aria-label=\"Full Name\" aria-required=\"true\" aria-invalid=\"false\" type=\"text\" name=\"fullname\" placeholder=\"Full Name\" data-dl-events-hover=\"true\" data-dl-element=\"text\" data-dl-additional-info=\"enterprise download form\">\n\t\t\t\t\t\t<\/div>\n<div class=\"download-form-part\">\n\t\t\t\t\t\t\t<input class=\"download-form-input\" aria-label=\"Email (please enter a work email address)\" aria-required=\"true\" aria-invalid=\"false\" type=\"email\" autocomplete=\"on\" name=\"email\" placeholder=\"Email (please enter a work email address)\" data-dl-events-hover=\"true\" data-dl-element=\"email\" data-dl-additional-info=\"enterprise download form\">\n\t\t\t\t\t\t<\/div>\n<div>\n\t\t\t\t\t\t\t<input type=\"hidden\" name=\"popup_form\" value=\"1\">\n\t\t\t\t\t\t<\/div>\n<div>\n\t\t\t\t\t\t\t<input type=\"hidden\" name=\"Lead_Entry_Source__c\" value=\"RC Blog Enterprise\" class=\"download-form-input\"\/>\n\t\t\t\t\t\t<\/div>\n<div class=\"download-form-part\">\n\t\t\t\t\t\t\t<button class=\"download-form-submit\" type=\"submit\" data-dl-element=\"button\" data-no-auto-dl=\"true\" data-dl-additional-info=\"enterprise download form\" data-dl-name=\"Take me to it\">Take me to it<\/button>\n\t\t\t\t\t\t<\/div>\n<\/p><\/form>\n<p> \t\t\t\t\t<button on=\"tap:6a09782fb1f62.toggleClass(class='open')\" role=\"button\" tabindex=\"0\"  class=\"download-form-modal-close\"><\/button>\n\t\t\t\t<\/div>\n<div class=\"download-form-modal-thank\"> Happy reading!<\/div>\n<\/p><\/div>\n<\/p><\/div>\n<\/p><\/div>\n<hr \/>\n<h3><b>Provide Effective Customer Service, Remotely\u00a0<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">What do customers want most from retailers? Almost <\/span><a href=\"https:\/\/www.pwc.com\/future-of-cx\"><span style=\"font-weight: 400;\">80% of American consumers<\/span><\/a><span style=\"font-weight: 400;\"> say that \u201cspeed, convenience, knowledgeable help, and friendly service\u201d are the most important elements of a positive customer experience. But your remote customer service team won\u2019t be able to provide this if they don\u2019t have access to cross-channel customer data, including each customer\u2019s purchase and returns history, and records of any past correspondence they\u2019ve had with your team.<\/span><\/p>\n<h3><b>Equip Remote Agents With Omnichannel Tools<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">It\u2019s an omnichannel world, and customers will reach out for service on any channel you make available\u2014including phone, SMS messaging, email, and social media. Part of the challenge of providing customer service in a work-from-home environment is the need to equip your remote agent team with the right hardware and software to track and respond to customer service issues as they arise.<\/span><\/p>\n<h3><b>Choose Cloud-based Contact Center Solutions, With Collaboration Capabilities\u00a0<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">Cloud computing to the rescue\u2014it\u2019s one component of <\/span><a href=\"https:\/\/www.ringcentral.com\/us\/en\/blog\/how-to-build-a-distributed-support-team\/\"><span style=\"font-weight: 400;\">how to build a distributed support team<\/span><\/a><span style=\"font-weight: 400;\">. Whether through a virtualized environment or direct access, your shopper engagement team will need to access vital customer, product, and inventory information from established systems. But that\u2019s not all. In order to provide the seamless experience shoppers expect\u2014as agents work from home\u2014you also need a cloud-based contact center and communication platform that can integrate seamlessly with your backend systems.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">A cloud-based <a href=\"https:\/\/www.ringcentral.com\/contact-center.html\">contact center<\/a> and communication platform can intelligently handle call queues, route calls to the best resource, and help your remote agent team share information internally in real time from anywhere, so less experienced employees can draw on the knowledge of seasoned staff members. A <\/span><a href=\"https:\/\/www.ringcentral.com\/contact-center\/overview.html\"><span style=\"font-weight: 400;\">collaborative contact center solution<\/span><\/a><span style=\"font-weight: 400;\"> that offers the tools and capabilities you need to build a powerful distributed support team and also integrates with the rest of the company can give agents access to subject matter experts as well as departments outside the contact center.<\/span><\/p>\n<div class=\"rc-subscribe\" id=\"new-rc-subscribe\"  style=\"background-image:url('\/us\/en\/blog\/wp-content\/themes\/ringcentral\/assets\/images\/temp\/subscribe.png')\">\n\t\t<button class=\"close js-popup-close\"><svg class=\"icon_close_mobile\" width=\"20\" height=\"20\"><use xlink:href=\"#icon_close_mobile\"><\/use><\/svg><\/button><\/p>\n<div class=\"rc-subscribe__wrapper\">\n<div class=\"rc-subscribe__wrapper_text\">\n<h3 class=\"rc-subscribe__title h2\">Stay informed with RingCentral<\/h3>\n<div class=\"rc-subscribe__subtitle\">Subscribe to our emails for the latest blogs, events, and exclusive content on AI-powered communication solutions. Stay ahead with insights and tips from the leader in trusted AI communications.<\/p>\n<p>\t\t\t\t\t<a href=\"https:\/\/www.ringcentral.com\/legal\/privacy-notice.html\" target=\"_blank\" data-dl-name=\"Privacy Notic\" data-dl-element=\"link\" data-dl-additional-info=\"social\" rel=\"noreferrer noopener\">Privacy Notice<\/a>\n\t\t\t\t<\/div>\n<\/p><\/div>\n<div class=\"rc-subscribe__wrapper_form\">\n<form class=\"\" data-event-init=\"true\" novalidate data-js-form>\n<div class=\"rc-subscribe__row\">\n\t\t\t\t\t\t<input\n\t\t\t\t\t\t\t\tname=\"email\"\n\t\t\t\t\t\t\t\tplaceholder=\"Email address *\"\n\t\t\t\t\t\t\t\ttitle=\"Must be valid email. example@yourdomain.com\"\n\t\t\t\t\t\t\t\tminlength=\"4\"\n\t\t\t\t\t\t\t\tmaxlength=\"255\"\n\t\t\t\t\t\t\t\ttype=\"email\"\n\t\t\t\t\t\t\t\trequired\n\t\t\t\t\t\t\t\tpattern=\"[a-z0-9._%+\\-]+@[a-z0-9.\\-]+\\.[a-z]{2,}$\"\n\t\t\t\t\t\t\t\tclass=\"field__control\"\n\t\t\t\t\t\t\t\tautocomplete=\"on\"\n\t\t\t\t\t\t\t\taria-required=\"true\"\n\t\t\t\t\t\t\t\tdata-dl-events-hover=\"true\"\n\t\t\t\t\t\t\t\tdata-dl-element=\"email\"\n\t\t\t\t\t\t\t\tdata-dl-additional-info=\"LET'S WORK TOGETHER\"\n\t\t\t\t\t\t\t\taria-label=\"Email address *\"\n\t\t\t\t\t\t\t\taria-errormessage=\"email-subscribe-errors\"\n\t\t\t\t\t\t><br \/>\n\t\t\t\t\t\t<span class=\"field__errors\" id=\"email-subscribe-errors\" data-js-form-field-errors><\/span>\n\t\t\t\t\t<\/div>\n<div class=\"rc-subscribe__row\">\n\t\t\t\t\t\t<select\n\t\t\t\t\t\t\t\tname=\"Country__c\"\n\t\t\t\t\t\t\t\trequired\n\t\t\t\t\t\t\t\tclass=\"field__control\"\n\t\t\t\t\t\t\t\taria-required=\"true\"\n\t\t\t\t\t\t\t\taria-expanded=\"false\"\n\t\t\t\t\t\t\t\taria-label=\"Country *\"\n\t\t\t\t\t\t\t\taria-errormessage=\"country-subscribe-errors\"\n\t\t\t\t\t\t><option value=\"\" disabled=\"disabled\" selected=\"selected\">Country<\/option><option value=\"Canada\">Canada<\/option><option value=\"United_States\">United States<\/option><\/select><\/p>\n<p>\t\t\t\t\t\t<span class=\"field__errors\" id=\"country-subscribe-errors\" data-js-form-field-errors><\/span>\n\t\t\t\t\t<\/div>\n<div class=\"rc-subscribe__row\">\n\t\t\t\t\t\t<button type=\"submit\" data-event-init=\"true\">Subscribe<\/button>\n\t\t\t\t\t<\/div>\n<\/p><\/form>\n<\/p><\/div>\n<\/p><\/div>\n<div class=\"confirm-form\" role=\"status\" aria-live=\"polite\" style=\"display: none;\" aria-hidden=\"true\">\n<div class=\"confirm-form__text\">Thank you for your interest in RingCentral<\/div>\n<\/p><\/div>\n<\/p><\/div>\n<h3><b>Successfully Scale Digital Contact Centers\u00a0<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">The question is, how do you scale your existing digital contact center remotely, without the benefit of hands-on training? Video conferencing software can provide the medium for live training initiatives to quickly get new employees up-to-speed. Call-routing software can help you provide fast and knowledgeable help remotely by sending customer phone calls to the employees best-suited to answer their questions. A task management platform can help you create work orders, assign tasks, and request confirmation that tasks have been completed from your remote employees.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">But the most effective remote work platforms don\u2019t try to juggle all of these moving parts independently. The ease of using your remote contact centers will ultimately be determined by how easily your customer service reps can communicate with customers\u2014and one another\u2014across platforms.<\/span><\/p>\n<h3><b>Transform Customer Engagement with Collaborative Contact Center Cloud Technology\u00a0<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">RingCentral combines communications\u2014voice, video, and team messaging\u2014into one seamlessly integrated platform that also includes contact center. that works across multiple devices. Customer service agents can access RingCentral\u2019s cloud-based app from anywhere and on any device\u2014so they can work together to meet customers\u2019 evolving needs.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">If you\u2019re considering transforming your contact center into a remote team, learn more about <\/span><a href=\"https:\/\/www.ringcentral.com\/contact-center\/overview.html#ring-cc\"><span style=\"font-weight: 400;\">RingCentral Contact Center<\/span><\/a><span style=\"font-weight: 400;\"> to see how RingCentral can keep your business running in any situation, and connect with us for a <\/span><a href=\"https:\/\/www.ringcentral.com\/contact-center\/overview.html#request-demo\"><span style=\"font-weight: 400;\">personalized demo<\/span><\/a><span style=\"font-weight: 400;\"> today.<\/span><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Remote customer service is the new normal. Some of the biggest heavy-hitters in the retail world\u2014including Macy\u2019s, Gap, REI, Patagonia, Bed Bath &amp; Beyond, and dozens of independent companies\u2014have closed their brick and mortar shops and mandated that their corporate employees work from home. We are also in the midst of an economic downturn where &#8230;<\/p>\n","protected":false},"author":29,"featured_media":39918,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[17901,18390,4,18391,17903],"tags":[11406,15455,17474,5105,2232],"class_list":["post-39917","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-business-leadership","category-communication-and-collaboration","category-customer-experience","category-it-leadership","category-mobility","tag-call-center-agents","tag-cloud-based-contact-center-solution","tag-remote-agent-teams","tag-retail","tag-work-from-home"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v19.3 (Yoast SEO v27.2) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>Deploying work-from-home call center agents in retail | RingCentral Blog<\/title>\n<meta name=\"description\" content=\"Remote customer service is the new normal. Some of the biggest heavy-hitters in the retail world\u2014including Macy\u2019s, Gap, REI, Patagonia, Bed Bath &amp;\" \/>\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\/us\/en\/blog\/deploying-work-from-home-call-center-agents-in-retail\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Deploying work-from-home call center agents in retail\" \/>\n<meta property=\"og:description\" content=\"Remote customer service is the new normal. 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