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How to Keep Your Remote Agents Connected and Engaged

Engage Customer Service Staff

RemoteLast week I had the opportunity to attend Michele Rowan’s Remote Working Summit for contact centers in Dallas, TX. The Summit was filled of companies both large and small looking to learn and share best practices about how they were able to successfully build their remote working strategies. The conference had many speakers including companies from Verizon, Capital One and FedEx.

During the two-day event I listened to attendees discuss some of the leading drivers behind implementing a remote agent strategy that included how to reduce agent turnover, methods used to attract and retain top employees and maybe most important of all, how to keep their remote workforce excited and engaged.

While technology certainly plays a key factor in this and has made it easier for companies to transition to a remote work environment many of them are still not quite sure what policies they need to adopt and what first steps to take to keep their remote employees happy.

If you are looking for ways to engage your remote employees (or brick and mortar) here are a few tips I picked up to get you on your way:

  1. Gamification – which uses game like elements and design techniques that allows employees to earn badges and rewards based on key performance indicators.
  2. Webisodes – many companies are beginning to use this method as a way to communicate best practices, highlight key employees or spotlight new outbound campaigns.
  3. “Face to Face” Meetings – Out of sight usually means out of mind. Leveraging technologies such as WebEx, Lync or FaceTime to provide coaching and feedback is a great way to establish rapport and trust with employees.

Hopefully, these tips will prove to be of value to you as you prepare or continue to enhance your remote working strategy. Look for future blogs from me as I explore each of these areas in more detail.

Please feel free to share your thoughts and best practices as I’m sure we all have something to learn from one another.

Thanks for listening and best of luck.

Brandon Rowe

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