Tips and tricks on how to make the best of working from home

For many, 2020 already feels like the longest and most challenging year of our lives. The coronavirus (COVID-19) is turning people’s daily lives upside down as governments around the world implement quarantines and social distancing strategies designed to slow down transmission. In the midst of all the chaos and confusion, working remotely has gone from a business trend to a forced reality for most people in organizations worldwide.

The sudden shift to remote work has created complex challenges for customer experience leaders, especially those who still rely on on-premises contact center technology. Timely, reliable, and efficient customer support is especially important for B2C businesses like those in the travel and hospitality industries, as travelers deal with unpredictable changes like the closure of borders, canceled flights, and travel bans. Customer support operations that still rely on on-premises solutions represent a health hazard to employees by using desktop technology and not allowing agents to be in the safety of their homes. In addition, they do not present sufficient flexibility and scalability for the kind of support demand that the world is currently facing.

Companies that embraced remote work before the virus outbreak are generally more prepared to face the challenges of maintaining business continuity (although there are still new strategies they can benefit from). Having grown more than 44% over the last five years, and 91% over the previous 10, remote work has proved to be a huge enabler for business results. 85% of businesses confirm that productivity has increased in their company because of greater flexibility. A FlexJobs’ survey further supports these findings by adding that 65% of workers are more productive in their home office than at a traditional workplace.

At Talkdesk ®, we have fully embraced a global and remote way of working. Our Chief Customer Officer, Chad Gaydos, recently shared why now is the time to migrate to the cloud in order to maintain business continuity and support both staff and customers. As you make the transition to working from home, here are some helpful tips and recommendations to help keep your agents performing at their best.