Blogs
Maintaining Service Quality Remotely
Customer support leaders must have the ability to maintain quality of customer service no matter the emergency, natural disaster or virus outbreak. They must also be able to support, motivate and coach their team, no matter the location.
EvaluAgent was built by a remote team, so we understand the complexities and unique challenges a remote team can face.
From an increased need to communicate effectively, managing motivation remotely, through to maintaining service levels to customers. Being remote for extended periods of time can have all sorts of challenges and EvaluAgent are here to support you and your teams.
Join our industry experts on a series of 15 minute webinars delivering practical advice on maintaining service quality and agent motivation whilst operating remotely.
Each episode covers one of the challenges experienced by remote teams and provides guidance and solutions available to customer support teams.
1.
How to maintain service quality with a remote team
Customer support leaders must have the ability to maintain quality of customer service no matter the emergency, natural disaster or virus outbreak.
In this short webinar, we’ll be covering how to monitor, and keep quality on track when managing a remote support team.
What you’ll learn on this webinar:
- Common challenges faced by remote teams measuring quality
- How to set your remote agents up for success
- Opportunity to differentiate from competitors
2.
How to motivate remote customer support teams
Working remotely as a customer support team has its own unique challenges from being office based. However, neither your agents nor your customers need to suffer.
In this webinar, we’ll be walk you through ways to motivate agents remotely, maintain a team spirit and deliver the best service to your customers.
What you’ll learn on this webinar:
- Challenges faced by remote teams
- 3 tips to improve motivation
- How to embrace tech to keep teams on track
3.
Ways to embrace technology to support remote working
Technology should give team leaders the ability to access, manage and maintain quality scores, no matter the location.
In this webinar, we’ll be sharing ways to embrace technology to support remote working and maintain service levels to your customers.
What you’ll learn on this webinar:
- New challenges working remotely creates
- Technology options to support you and your team
- Opportunities to strengthen your team through tech
4.
Tips for providing feedback and holding effective 1:1 remote sessions
Despite a change in location, teams must carry on. Providing effective feedback and holding productive 1:1 sessions with customer support agents is vital during periods of increased pressure.
The aim of this webinar is to share tips for providing effective feedback remotely and how to hold 1:1 sessions that still provide the value and direction your team needs, no matter their location.
What you’ll learn on this webinar:
- The importance of effective feedback and 1:1’s
- Tips for giving effective feedback
- How to amend your 1:1 sessions to suit a remote environment
5.
3 Actions to help your team leaders effectively manage remote support agents
Not all team leaders are used to managing teams through world wide impacts such as natural disasters or virus outbreaks. Add to it that some team leaders will have never managed a remote team either.
In this webinar, we’ll be sharing ways to support team leaders so they can in turn support their teams.
What you’ll learn on this webinar:
- Challenges experienced by new remote leaders
- 3 ways to help leaders engage with their teams
- Top tips to support remote team leaders
By Tom Palmer
Tom is EvaluAgent’s Head of Digital and takes the lead on developing and implementing our digital and content management strategies which results in creating a compelling, digital-first customer marketing experience.
