{"id":40181,"date":"2020-05-21T00:00:00","date_gmt":"2020-05-21T00:00:00","guid":{"rendered":"https:\/\/newrcblog.wpengine.com\/help-contact-center-employees-achieve-work-life-balance-when-working-from-home\/"},"modified":"2026-02-03T02:59:53","modified_gmt":"2026-02-03T10:59:53","slug":"help-contact-center-employees-achieve-work-life-balance-when-working-from-home","status":"publish","type":"post","link":"\/us\/en\/blog\/help-contact-center-employees-achieve-work-life-balance-when-working-from-home\/","title":{"rendered":"Help Contact Center Employees Achieve Work-Life Balance When Working from Home"},"content":{"rendered":"

Working from home is no longer just a potential option, but a must for the safety and well-being of your most valuable asset, your staff. For many companies and contact centers, employing remote workers has become the norm. The capabilities offered by cloud technology have revolutionized the benefits of remote work, giving employees access to a comprehensive knowledge base and full suite of contact center tools from a home computer.<\/span><\/p>\n

As companies begin to rely more heavily on remote employees, however, many agents struggle to achieve work-life balance when their home has also become their office. And, as a contact center manager, how can you increase employee satisfaction for your remote workforce?<\/span><\/p>\n

To help contact center employees achieve work\/life balance when working from home, keep reading for helpful tips and strategies.<\/span><\/p>\n

How do you manage employees working from home?<\/span><\/h2>\n

When working from home, your contact center agents face a unique set of challenges. Employees no longer have the guidance and supervision of managers to help with motivation. Though they face increased distractions from family members and easy access to time-wasting activities while on the clock, remote contact center workers must still meet goals and expectations.<\/span><\/p>\n

Agent engagement is another challenge contact centers face when using a remote workforce. When your agents can\u2019t interact with the rest of your team throughout the day, morale and productivity can suffer.\u00a0<\/span><\/p>\n

Using a cloud contact center<\/a> solution can improve your customer experience, but it\u2019s also a valuable asset for remote workforce management. When connecting with your agents in their home office, there are many ways you can help agents maintain separation between their personal life and work.<\/span><\/p>\n

1. Listen to your team<\/span><\/h3>\n

Communication is important for any team, but critical for your remote contact center agents. Support and motivate your home workers by intentionally and actively listening to their needs, specifically what they need from you.<\/span><\/p>\n

Encourage direct communication<\/strong><\/span><\/h4>\n

While some agents may come directly to you with their needs, you will likely need to actively gather feedback and suggestions. Use regular surveys to gain deep insight into the needs of each individual agent. You can also include dialogue during meetings to encourage easy communication between managers and agents.<\/span><\/p>\n

Offer video conferencing tools<\/strong><\/span><\/h4>\n

Though it can be hard to connect with agents when your team is spread from the U.S. to Latin America and beyond, holding regular video conferencing meetings can improve the connections your employees can make with each other. These face-to-face interactions are a great way to build a strong team through professional and personal relationships that can improve collaboration.<\/span><\/p>\n

Provide project management tools<\/strong><\/span><\/h4>\n

Some of your agents may also request access to resources such as project management tools for increased productivity. These tools enable employees to keep better track of tasks and daily changes, improving their control over flexible schedules and daily assignments.<\/span><\/p>\n

2. Recognize your remote contact center agents<\/span><\/h3>\n

When you have dozens of agents located across North America and\/or the world, it\u2019s easy to lose track of individuals in the business of customer service. Your cloud contact center software gives agents the tools they need to work autonomously, which can sometimes lead to workers slipping through the cracks.<\/span><\/p>\n

You shouldn\u2019t micromanage your agents, but it\u2019s important that agents feel recognized and appreciated for the work they do. How important? Take a look at these statistics about employee recognition:<\/span><\/p>\n