Today it is important to be able to work anywhere, anytime. Not only did the corona virus outbreak make that clear to us, but even if there is a fire drill or some other reason to leave the office, you want work to continue. In this blog, three measures to consider.

1 Use a cloud solution

Until the early 2020s, you might have been able to get by with on-premise software. But the coronavirus outbreak has made it clear to us that that no longer works. Flexibility is the magic word today, and the cloud helps with that. So choose a customer contact application that is available as a cloud solution. Whether your employees are in the office or working from home, from the Netherlands or abroad, the employee experience is consistent and the end-user experience the same. Wherever the employee is, all the information they need – from knowledge base articles to scripting – is at their fingertips.

2 Provide a secure solution

As soon as applications are going to be accessed from outside your own secure corporate network, it naturally requires additional security measures. Employees must be able to log in via a secure connection; after all, you don’t want the neighbor – or worse: a cybercriminal – to be able to listen in on your employee. Choose an application that allows access only to connections from predefined locations, based on IP addresses or that uses VPN connections. That way you can be sure that only employees can log in.

3 Choose central monitoring

If your employees are working from different locations, you obviously don’t want supervisors or customer contact managers to have to move from place to place to manage everyone. Select an application that allows you to monitor different locations in real time so that the manager can also make adjustments remotely where needed. Moreover, this allows you to catch peaks and immediately bring in employees as needed.

Curious?

The ideal customer journey, the optimal customer experience, is the primary factor by which you can differentiate yourself from the competition. By structuring your quality process, you contribute to the future-proofing and success of your organization, both in the short and long term. Do you also want to stand out in the market? Then contact us without obligation. We will gladly work with you to find the ultimate solution for your customer contact center. Want to get acquainted first? Stay informed by signing up for our newsletter.