{"id":45421,"date":"2020-12-02T08:45:16","date_gmt":"2020-12-02T08:45:16","guid":{"rendered":"\/us\/en\/blog\/?p=45421"},"modified":"2024-08-08T05:50:52","modified_gmt":"2024-08-08T12:50:52","slug":"providing-agents-with-more-autonomy-doesnt-have-to-be-scary","status":"publish","type":"post","link":"\/us\/en\/blog\/providing-agents-with-more-autonomy-doesnt-have-to-be-scary\/","title":{"rendered":"Providing agents with more autonomy doesn\u2019t have to be scary"},"content":{"rendered":"

In the pre-pandemic period, managing and monitoring agents were straightforward tasks. Supervisors would collect information from in-person interactions as well as from analytics dashboards. Metrics such as resolved and abandoned calls or the average speed of answer could provide insights into which agents are performing well and which need support. But, things have changed, and given the new remote work transformation, supervisors had to rethink the way they monitor and manage their teams.<\/span><\/p>\n

Let the era of autonomous working begin<\/b><\/h3>\n

High employee density is the hallmark of contact centers<\/a>. It allows supervisors to listen to multiple calls and take notes. They could keep their finger on the pulse without being intrusive and notice if an agent is struggling and needs a coaching session.\u00a0\u00a0<\/span><\/p>\n

But the pandemic disrupted everything. Supervisors now can\u2019t simply stand near agents and listen to calls as employees are scattered across thousands of home offices. Agents struggle as well. Once easy to reach, supervisors now seem distant and their support is no longer readily available. And all this can make anyone feel alone and a bit scared.\u00a0<\/span><\/p>\n

Fortunately, switching to home-based work is now easier than ever. Cloud-based platforms allow agents to serve customers remotely and connect to their team members. All that is needed is an Internet connection.<\/span><\/p>\n

And in this new world, agents must learn to work more autonomously, while leaders have to adapt their management practices. Let\u2019s look at how both groups can achieve their goals.\u00a0<\/span><\/p>\n

\"Spotlight<\/a><\/p>\n

Supervisors set the direction that agents will follow<\/b><\/h3>\n

Agents working in brick-and-mortar contact center agents looked at their colleagues for guidance. If team members work hard, you\u2019re likely to perform well too. In an era of distributed work, leaders are the ones to set the direction.\u00a0<\/span><\/p>\n

Kicking off each day with a pre-shift video meeting is a good place to start. Productivity reports can be shared on a screen with every agent viewing and interacting with them. They no longer have to gather around a monitor or pass a piece of paper.\u00a0<\/span><\/p>\n

Video meetings are also a useful tool for one-on-one engagements. And they don\u2019t necessarily have to happen in the morning or at the end of the day. Instead, supervisors can do a quick call in the middle of the day with agents that struggle.<\/span><\/p>\n

It\u2019s also important to praise strong performers. The performance of agents who achieved a major success, such as the highest customer satisfaction scores, should be highlighted in team video meetings. Team chat messages will do for praising smaller wins.\u00a0<\/span><\/p>\n

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\n\t\t\tSpotlight on the Supervisor\t\t<\/div>\n
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\n\t\t\t\t\tHow to better manage teams of remote contact center agents\t\t\t\t<\/div>\n<\/p><\/div>\n
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