So how are customer support operations adjusting to the new virtual work environment over inhouse work environment? CCNG members have shared ideas on how they engage and work with remote agents keeping things fun and engaging. From one-on-one virtual “coffees” with team members, themed dress up days wearing alumni college team colors, Kahoot type quizzes, or even sharing your favorite pet with team members during virtual calls (of course this is the norm with CCNG member PetSmart).
Jaedeanne Shaver is Customer Service Training and Quality Manager at Alcon in Fort Worth Texas. She recently shared one of the keys to success to help with anxiety around the changed work environment. Alcon Customer Support is using a “top down” approach as the leadership team communicates with virtual teams creating a sense of understanding and acceptance to the “new” work environment.
Take a look as Jaedeanne talks about working in this new remote support environment.
Jaedeanne leads a team responsible for developing training programs for Customer Service associates. Establishes objectives for, and creates, develops, and administers a training program including conflict management techniques, product information, systems and process training, and omni-channel contact monitoring and role playing.
