5 Benefits of letting agents work remotely

My Post (17).pngIf remote working hadn’t yet been on your radar, the current state of the world due to COVID-19 has almost certainly changed things for your business and contact center. As states and businesses close in an effort to control the virus’ spread, business owners are having to make tough decisions about their workforce.

Though you may not be thrilled about having your employees work remotely, there are numerous business benefits to having a remote customer support team. In this article, we explored some of the top advantages of working in remote teams, from home or local coffee shops. If your contact center has the ability to utilize a remote workforce, this change may make a powerful, beneficial difference to the way you do business.

The benefits of a remote team

As a business owner or contact center manager, you likely have legitimate concerns about allowing your agents to work remotely. Maybe you’re wondering:

“How will I know if my remote agents are actively working?”

“Can I coordinate a productive schedule for a distributed team that works across multiple time zones?”

“Will I see negative effects on our customer service if I create a remote team?”

Thankfully, these fears are largely unfounded, especially when your contact center team is equipped with the right tools. In fact, there’s a good chance you’ll see even better results when your team is connected by technology rather than proximity.

Before getting into the benefits, however, let’s start with the basics.

What is a remote team?

A remote team includes a group of employees that completes their tasks and collaborates with coworkers outside of office spaces. In terms of a contact center, this can include agents, supervisors and contact center admins. These remote workers may have started in a traditional co-working space before moving home or they may have been hired specifically for a remote position. Though they don’t work in the same space, these teams maintain typical team meetings and communication, just through the phone or over video calls.

Many contact centers build diverse teams by hiring remote workers from across the nation and the globe. This increases access to a larger talent pool and often attracts more candidates, allowing you to build a highly effective team that is the best at what they do.

What are the benefits of remote working?

The decision to move from an office setting to a virtual team affects everyone in the business, so it’s important to know the benefit of remote work for your team and customer service. There are many ways to implement remote work, each with its own perks, but there are some benefits that everyone can experience when working remotely.

1 – Increasing productivity through remote work

Though many business owners and contact center managers worry about work getting done from home, increased productivity is often the biggest benefit of a remote team. A study presented in the Harvard Business Review, for example, showed that remote workers accomplished almost a full additional day’s amount of work per week when compared to on-site employees. Another study found that 45% of remote employees can get more done in less time and 44% are less distracted and more productive than they would be at the office.

For some agents, the ability to find the best environment and schedule for their needs naturally leads to better work. For others, improved productivity is a way to pay back companies that allow them to work from home. – Read more

Learn More About Ringcentral

Top 3 Healthcare Communications Challenges for 2020 and How to Solve Them

My Post (3).pngCommunicating with patients remains a significant challenge for healthcare providers this year. Despite advances in healthcare informatics technology, communications and collaboration technologies still lag behind. Patients report frustration at not being able to reach providers to book appointments or to ask questions about their treatment. Moreover, cybersecurity concerns remain a top concern of providers.

Three specific challenges loom large this year:

  1. Efficient patient-to-provider access
  2. Cybersecurity of health data
  3. Use of outdated communications technology

However, these hurdles aren’t insurmountable. An integrated cloud-based communications platform can address each of these challenges. To keep your staff and patients connected, healthcare providers can sign up here to get RingCentral Office® for free.

What Is an Integrated Cloud-Based Communications Platform?

An integrated cloud healthcare communications platform offers a suite of collaboration tools, including voice, video meetings, secure messaging, and contact center technologies. Providers use it to share important information with patients and with team members as well.

This solution allows patients to contact providers on any device, anytime, anywhere. Patients no longer need to book appointments or wait for an emergency to communicate with their providers. Moreover, a healthcare cloud communications solution lets providers collaborate on patient health in a secure and effective manner.

Download RingCentral’s 5 Winning Strategies for Healthcare Communications Infographic

Challenge 1: Efficiently Scheduling Appointments

One of the top healthcare communications challenges relates to efficient appointment scheduling. A 2019 survey showed that 42 percent of patients believe it takes too long to schedule an appointment over the phone. As a result, patients don’t get the care they need, while healthcare organization revenue suffers.

A cloud-based communications platform helps providers overcome this problem. It intelligently routes calls to scheduling coordinators, regardless if they are located at the patient’s specific practice or an alternate, central scheduling location. That way, patients don’t get frustrated by long hold times, and they can book their appointments efficiently.

Challenge 2: Health Data Cybersecurity Concerns 

In the first half of 2019, over 32 million patient records were breached. Hackers were responsible for over 50 percent of those incidents. Healthcare organizations of all sizes are at risk; a 2018 study revealed over 83 percent of practices have experienced some kind of cyberattack. The right healthcare communications platform keeps your patient data safe. Ensure that it is HITRUST CSF certified. – Read more

Learn More About RingCentral

Remote Work: Splunk + Zoom

My Post - 2020-03-23T174422.271.pngAs everyone is taking proactive measures to stay healthy, organizations are increasingly having their employees work from home. At Splunk, we are focused on bringing data to every question, decision and action — and remote work for us equals Zoom for online meetings and workspaces.

As our customers use Splunk for real-time data processing and analytics, they use our Splunk Mobile App (AndroidiOS) when they need to take their dashboards on the go. Our engineering teams leverage this same capability as well when collaborating remotely.

Actionable Alerts – Zoom War Room

With Splunk Mobile, you can receive alerts wherever you are and take action. These actions can be anything — and we mean anything — as they are simply URL webhooks that you define to attach to your alerts.

Here’s an example of how we use alerts with Zoom.

The Splunk Mobile Engineering team uses Zoom to create “War Rooms” when we need to get everyone in the same place to troubleshoot critical issues quickly. Zoom makes it easy for us to automatically create these meeting rooms through its API. Whenever there is a Splunk generated alert, we attach a Zoom link and send it to all relevant stakeholders. Once received, all stakeholders can join the room immediately at the tap of a button. What’s more, they’ll all be looking at the same dashboard that triggered the alert in the first place.

Sharing Splunk Dashboards with Zoom

Splunk Mobile has sharing features built-in to the app. Examples include sharing your data as captured images or as a live link to an interactive dashboard. Our favorite thing to do is to either copy that link to a Zoom chat or Slack thread where people can kick off their own investigations. – Read more

Learn More About Splunk and Zoom