Our panel of experts share their favourite advice for revitalizing your contact centre homeworking strategy.
1. Provide Advisors With New Roles and Responsibilities
With every day seeming a bit repetitive right now for advisors – wake up, make tea, walk downstairs, start working, stop working, repeat – it would be no surprise if they were feeling a bit bored. And with boredom usually comes apathy, disengagement, and a slip in performance.
That’s why now might be a great time to give your advisors some new roles and responsibilities – and even a new project or challenge – as a way to refresh your homeworking strategy.
This may seem a bit counterintuitive, and you may be thinking: “What? Their KPIs are slipping! The last thing I need is to make their work harder!”
But if their stagnant performance is due to boredom, a new role or challenge can get their blood pumping and reinvigorate them to bring their best all around.
A few examples include:
- Reassigning advisors across teams, like a billing advisor to the service queue
- Tasking an advisor with a process improvement project
- Assigning an advisor to organize and run the team’s virtual staff meeting.