Last week I wrote a blog on the benefits of a remote workforce. Given the current COVID-19 pandemic, having the ability to quickly deploy a remote workforce has never been more critical. At Bright Pattern, we are hoping to help the industry through these trying times by providing a cloud solution that can be used by agents completely remotely, and by providing thought leadership and best practices around deploying a remote workforce.
Benjamin Franklin once stated, “By failing to prepare, you are preparing to fail.” Having confidence in a time of uncertainty starts with a solid plan of action. We sometimes see the term “force majeure” in tiny letters on a contract but fail to grasp what that would look like if it came to fruition. Start with the question, “What if…?” What if the network goes down? What if there’s a natural disaster? What if aliens from outer space invade earth? OK, that last one is silly…but what if?
When global leaders start using terms like “unprecedented,” “earth-shattering,” and “pandemic,” the last thing any contact center needs is to be left with an ad hoc group or quorum making decisions on the fly. Start with a solid foundation grounded in the current company’s resources and needs. Invest in cloud-based contact center software that is easy to use and can scale quickly. Build out emergency response teams and detailed instructions on how to deploy a remote workforce. Most importantly, revisit the plan annually and make changes as necessary.
For other tips on deploying a remote workforce read our new whitepaper “The Comprehensive Contact Center Guide to Deploying a Remote Workforce”