How to maintain remote agent involvement-

With intelligent automation, contact centers need to stay connected and friendship and shared culture agents need to stay involved when working remotely

In the 2020 BP (pre-pandemic), contact center agents typically spent their days moving between upset customers and rushing supervisors. The stress was often high, but the support structure of nearby offices and colleagues usually made it easier to manage. The pandemic then sent agents home, blocking those important support structures.

Fortunately, intelligent automation technology has already proven to help customer service centers increase engagement, reduce costs, and increase productivity. The better news is that it also provides the connectivity, friendship, and shared culture that agents need to stay engaged while working remotely.

Connection: Teamwork starts here

There are certainly some truths to the idea that people quit their bosses, not their jobs. However, those bosses are not always responsible. In many cases, they are just overwhelmed and simply pass on some of their burden to the agent.

Performing repetitive tasks manually is a big part of the problem and wastes time available for training and coaching. This not only improves the skills of the agent, but also fosters an important connection between the agent and the supervisor. However, when call volume spikes, training and coaching are quickly put aside. This can cause agents to feel that professional development is not a company priority, and as a result, agents can leave their jobs. The complexity of training and coaching scheduling in the context of unpredictable changes in service level demand became much more difficult when a remote workforce was added to the mix.

Intelligent automation attacks this problem from two angles. One is to regain time for agents to focus on customer service or training by automating time-consuming and repetitive tasks. Second, AI-based solutions that can handle millions of data points can detect idle agents and falling call demand in real time and provide immediate offers to complete training and coaching opportunities. I will. This allows you to maintain a critical connection between your agent and supervisor even if the agent and supervisor do not share an office.

Friendship: we are a family

The common feeling that “we are all together” was a useful antidote to the relentless pressure of call center work, especially for extroverted agents who thrive in personal contact. In the office, due to physical proximity, agents compare notes and share stories, or supervisors detect problematic agents and call team gatherings. I was able to fix some problems and process problems. But that’s not possible if the entire team is working remotely.

An AI-based intelligent automation solution (integrated with ACD and WFM systems that can monitor activity in real time) quickly identifies struggling or idle agents and reestablishes support, training, or occupancy. Other methods can be provided. Real-time visibility into call flow and agent activity allows supervisors to focus more on the human side of being a team leader. When supervisors and agents interact with each other as humans, it reinforces their common commitment to work together to provide the high levels of service customers demand.

Culture: Gratitude creates a virtuous circle

Because customers demand a lot and agents listen whenever they feel that service is inadequate. It’s not fair. The problem is rarely under the control of the agent. To counter the agent’s exposure to unfortunate customer anger, businesses need to foster a culture of gratitude in the customer service sector. Sending a message acknowledging a good job, a birthday wish, or an offer to leave early when the call volume is low reminds us that agents are valued not only as agents but also as people. It contributes to their sense of belonging, which deepens their commitment and thus leads to better customer service. And around and around.

Intelligent automation facilitates this virtuous cycle. AI-based solutions monitor activity in real time and provide a dashboard of relevant statistics (agent performance, relative priorities, call volume). This helps supervisors guide the delivery of the above personal morale-boosting messages.


Agents are often the face of your business (actually the voice) and interact directly with customers who rarely seek compliments. Everyone can have bad days and bad moments, but when an agent does, it may cost your business to your customers for the rest of your life. And thanks to social media, that negative impression can be amplified more and faster than ever before.

The job of a contact center agent was already stressful. The move to remote work has lost the connections, friendships and office culture that make it possible to withstand the stress. However, intelligent automation technology reestablishes these key links and enables customer service departments to thrive in the post-pandemic business world.

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How to maintain remote agent involvement-

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