Hybrid workforce

The key role modern contact center tech plays in empowering a hybrid workforce

  • David Cousins
  • Aug 17, 2021

COVID-19 has dramatically impacted the contact center arena. With the global pandemic, companies had to send their contact center employees home, but still ensure business continuity. But this opened up a whole new way of working for many companies, and most aren't going back to 'normal' thanks to what they learned.

Adjust text size

The speed of change

The pandemic created a massive ripple effect felt across the entire world, and at a pace never before seen. Twilio research suggests that the pandemic accelerated change, moving technology forward by an average of six years. Such acceleration was the springboard companies needed to assess and ultimately address the information systems available and their ability to help steer, monitor, and inform remote employees. More than ever, enterprise software had to give people the tools to perform at their best in the “new normal”.

The new way of working is here to stay

Companies have recognized that remote work, although a reality born out of need, is here to stay: financial and time gains, decreased leave of absences and higher productivity levels were just a few of the benefits seen in the home office. There was also a realization that there is now competition for talent, as flexibility became the norm. But how can companies that have evolved independently through iteration, often with different vendors, solve the common challenges of remote working for their contact center employees?

Solving hybrid challenges with a modern contact center experience

Outdated contact center software, lack of reporting and tracking, poor knowledge management and disjointed collaboration are some of the common challenges contact centre employees face with remote working.

Research* says that integrated access to software tools and applications is a key necessity for agents: 59 percent have to use multiple tabs to resolve customer issues, and 56 percent have to complete operations manually.

When it comes to reporting and tracking, there’s a lack of visibility across teams and performance metrics, both realtime and historic. Agents have to juggle multiple spreadsheets and antiquated systems, which leads to missed insights that will give both supervisors and agents the necessary knowledge to make fast and informed decisions.

Data* shows that 52 percent of those employees spend too much time trying to find information and that 34 percent believe that they do not have the right customer data available at the time of the request. All of these factors make the agent “ill-equipped to resolve customer issues and disconnected from the rest of the business, leaving them alone, in a sea of problems” (Calabrio: The Health of the Contact Center: Agent Well-Being in a Customer-Centric Era). 

Agents are clear that current contact centre technology is falling short of what they need to raise the bar in customer experience. Agents need to multitask across voice and chat interactions with contextual customer data, and have the tools to automate routine customer requests, and pass more complex inquiries to live agents, with context, for faster resolutions. 

Like consumers, agents would also like their contact centre experience to be more seamless and focused on customer experience—having a single UI that surfaces only relevant data fields from multiple applications to an agent reduces handle times by as much as 30 percent, for example. 

Hence, choosing a flexible solution like Twilio Flex then becomes critical to give the agents all the tools they need to do their jobs easily and efficiently. Twilio Flex is designed to be integrated with the tools that power the contact center business, including CRM systems, whether it be SaaS, on-premise, or even custom. With Twilio Flex, contact center supervisors, managers, and data analysts are able to deliver their best, by creating, modifying, sharing,  and consuming reports and dashboard, which leads to improved contact center productivity and accelerated customer resolutions. ​

Having a single UI that surfaces only relevant data fields from multiple applications to an agent reduces handle times by as much as 30 percent.

Calabrio & Autonomous Customer Report

The solution

Companies need to offer their contact center employees the opportunity to take back some degree of control: dashboards that give team leaders real-time insights in terms of what's going on (i.e listen to live chat, read chat messages, evaluate employee skills) and team leaders information on volumes by queue and channel, KPIs and available agents. Finally, CRM systems need to go beyond integrated environments and become real knowledge bases with solutions like Twilio Flex.

At Sabio's CX Now Streaming Series, Twilio Contact Center Expert and Sales Leader David Cousins shared additional insights into how modern contact centre technology can support the hybrid workforce. Learn more here.

I want to see more about: 
  • Editions
  • Industry
  • Product
  • Region
  • Solution
  • Use case
Communication for good | Spring 2021
  • Communication for good | Spring 2021
  • COVID-19 and the new normal | Winter 2020
  • Digital trust | Summer 2021
  • Pre-SIGNAL special | Fall 2021
  • Retail in 2021 | Summer 2021
Let's go