the remote worker: tools for remote monitoring
DESCRIPTION
Learn about how to make the most of remote working, whether you are a remote worker or with a team of remote agentsTRANSCRIPT
The Remote Worker
Mike KasalSales Engineer, Contact Center
Jeff KerfeldCustomer Success Manager
AGENDATHE REMOTE WORKER - CIC SOLUTIONS Why Remote Workers?
Numbers and Trends in the industry Benefits of a remote workforce
Organization Employee
Risks to your Organization Deployment Options
Device Options Network/Infrastructure needs Connectivity
Home Network/Internet Virtual Desktop
License Requirements Pros vs Cons - what will work for your organization?
Monitoring Options Join, Listen and Whisper Agent Assistance Reporting
Q/A
Remote Workers
Types of Home UsersMore than 50% at homeOccasional at home worker Inclement weather/Disaster Recovery
Requirements for Home WorkersDedicated workspaceAccess to Company assets
CRMEmailOther Internal applications
NOT looking at Remote offices
Setting Expectations
Remote WorkersBy the NumbersGrowth Trends
2.6% of US workforce (3.3 Million People)79.7% Growth from 2005 to 2012
Who wants to work remote 79% of US workers say they would like to work from home50 Million workers could/would work from home
ROITypical Business would save $11,000 per person per yearEmployees would save between $2,000 and $7,000 per yearOil Savings for the nation: Over 37% of our Persian Gulf Imports
Equal to taking all of New York State workforce off the road
Why Remote Workers?
Wider recruitment opportunitiesPull from larger geographical areaAttract skilled and specialized peopleAttraction to part-time positions
Higher employee retentionLess travel time/no trafficGas expenses – lowered or non-existent
The Benefits to your Organization
Why Remote Workers?
Improved ProductivityMonitoring tools are the same
Lower operating costs – Yes and NoImproved business continuity coverage
Provides business coverage when others cannot commute to work
The Benefits to your Organization
Why Remote Workers?
More Comfortable Work EnvironmentNo commute Lower Out-of-Pocket costs
Higher Morale Flexible work hoursMore Family time
The Benefits to your Employees
Why Remote Workers?
Security Dedicated PC for Work Desktop Virtualization Dedicated telephony devices
Technical Support Resolving technical issues at home Troubleshooting Home Networks
Ongoing Training Opportunities Agent Isolation
No more Water Cooler What’s that Noise
Kids Dogs Lawn mowers etc.
The Risks to your Organization
Deployment Options
How will agents connect to your environment?Virtual DesktopVPN SSL connectionPoint to Point connection
Telephone optionsHome Phone (or Cell phone) SIP Phone Soft Phone (using PC resources)
Overview
Deployment Options
Bandwidth needs (if using SIP Softphone or SIP phone)Recommend 12MB download speeds minimumOther “Internet” users at home? (Kids home from school, etc.)
PCBYOD or providing to agent?Access to other Company assets
CRMMailBackend systemsScreen pops
Overview
Deployment Options
Easy setup and configuration Low initial setup costsVoice Quality guaranteedPersistent Connection
Higher long term costs “Double Trunking”
Low RiskCan be tested today!
License considerationsAgent in the office and at home?
Home Phone
Deployment Options
Connectivity SBC (Session Boarder Controller)
SIP Phone registers to the SBC and back to CIC Secure connection
I3 SIP Bridge Limitations
Higher up front costs SBC cost based on number of agents connecting
Lower long term costs No Telephony charges for calls to agent
Voice Quality Audio traffic over the internet-No QoS
SIP Phone
Deployment Options
PC ResourcesAudio quality can be affected by PC activity
Ideal for “Road Warriors”USB Headset neededNo support through Terminal ServicesWeb Client cannot be usedSIP Soft Phone is a licensed feature in 4.0
Maintenance cost does apply
SIP Soft Phone
Monitoring Options
Agent AssistanceBuilt in escalation
Monitoring ToolsCoach optionsClient Alerts
ReportingQueue activityAgent Activity
Supervisor and ICBM
Monitoring Options
Agent AssistanceBuilt in escalation
Monitoring ToolsCoach optionsClient Alerts
ReportingQueue activityAgent Activity
Supervisor and ICBM
Monitoring Options
Agent AssistanceBuilt in escalation
Monitoring ToolsCoach optionsClient Alerts
ReportingQueue activityAgent Activity
Supervisor and ICBM
Questions?