This document discusses omnichannel strategies for contact centers in the era of remote work. It begins by introducing the speakers and describing the new digital era where internet access is almost universal. It then discusses how COVID-19 accelerated the transition to remote work, requiring contact centers to adapt. Finally, it provides recommendations for maintaining productivity while working remotely, such as using cloud-based software, prioritizing the agent experience, monitoring performance in real-time, and ensuring open communication. It also presents a case study of a newspaper in Uruguay that successfully transitioned their contact center to be 100% remote within a week in response to the pandemic.

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OMNICHANNEL
IN THE ERA OF
‘WORK FROM HOME’

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OMNICANALIDAD EN LA ERA DEL WORK FROM HOME ÍNDICE

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OMNICHANNEL IN THE ERA OF ‘WORK FROM HOME’ SPEAKERS
SPEAKERS
Lic. Joaquín Moreira
Director and Co-founder of Integra CCS.
Lic. Ignacio Urchipía
Business Development Manager at Integra CCS.
Lic. Juan Martín Vaz
Audience Manager of the newspaper, El País of
Uruguay and Digital Marketing Advisor.

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ABSTRACT
Nowadays, technology is present everywhere, and internet
access is increasingly global. In the past couple of decades,
Contact Center companies have gradually adapted to this new
digital reality. That was until COVID-19 appeared and abruptly
sped up this transformation.
With the global expansion of this pandemic, what once was a
progressive transformation changed into a necessity from one
day to the other. Contact Centers faced the challenge that meant
maintaining their levels of productivity even with their agents and
supervisors working from home.
After several months of this pandemic, and having had first-hand
experience with several of our clients, Integra presents general
guidelines to maintain -or even increase- productivity in your
Contact Center in times of remote work.
OMNICHANNEL IN THE ERA OF ‘WORK FROM HOME’ ABSTRACT

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US
ABOUT

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Integra was founded in 2009, after
identifying an issue in the Contact Center
industry: the development of a true
omnichannel software solution.
With 10 years of experience and presence
in over 25 countries all over Latin America,
United States and Europe, we operate with
clients that have 10 to more than 1.500
concurrent agents; adapting our product
to their specific needs and functionalities.
OMNICHANNEL IN THE ERA OF ‘WORK FROM HOME’ INTRODUCTIÓN

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We are convinced that the only way to
achieve true client satisfaction is through
motivated agents that really enjoy their
work.
In order to do so, we have created a
simple, flexible and truly omnichannel
software platform for your Contact
Center: uContact.
Talk Omni Tools Develop
OMNICHANNEL IN THE ERA OF ‘WORK FROM HOME’ ABOUT US

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ERA
DIGITAL
THE NEW

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According to Hootsuite’s report (2020), 90% of
the world’s population has access to the internet
nowadays. This proves that global internet penetration
is almost total.
(Base: Hootsuit)
OMNICHANNEL IN THE ERA OF ‘WORK FROM HOME’ THE NEW DIGITAL ERA

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RESUMEN
Last year (2019) alone, the number of people using the internet
grew by 300.000 million (almost all the population of United
States of America).
On the other hand, almost 50% of the world’s population is an
active user of digital channels of communication.
(Base: Hootsuit)
OMNICHANNEL IN THE ERA OF ‘WORK FROM HOME’ THE NEW DIGITAL ERA

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RESUMEN
This digital transformation has taken place gradually over the
past decades, slowly causing Contact Centers to adapt to the new
realities of the Internet and mobile devices
OMNICHANNEL IN THE ERA OF ‘WORK FROM HOME’ THE NEW DIGITAL ERA

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CHANGED
WORLD
THE

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According to a report done by Twilio, 97% of the
surveyed stated that COVID-19 has accelerated
digital transformation.
(Base: Twiglio COVID-19 DIGITAL ENGAGEMENT
REPORT p.06)
OMNICHANNEL IN THE ERA OF ‘WORK FROM HOME’ THE WORLD CHANGED

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RESUMEN
Solo en el último año, el número de personas que utilizan
internet creció por 300.000 millones (casi la misma cantidad de
habitantes de Estados Unidos).
Por otra parte, casi un 50% de la población mundial es usuaria
activa de medios digitales de comunicación.
OMNICANALIDAD & WFH RESUMEN
WHAT DO CONTACT
CENTERS HAVE TO DO
IN ORDER TO FACE THIS
CHALLENGE?

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IN THE CLOUD
WORK
EL
1.

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A fundamental factor that has allowed Contact
Centers to work remotely is having a software
solution that is in the cloud.
With a cloud-based software you can have access to
your Contact Center solution from any device, without
downloading anything.
This makes the implementation process quicker, thus
adapting to the speed of the change this new reality
implied.
“Cloud-based data storage systems are extremely
cheap, easy to use and are always available”
(Rogers, D. L., 2016)
OMNICHANNEL IN THE ERA OF ‘WORK FROM HOME’ WORK IN THE CLOUD

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EXPERIENCE
AGENT / USER’S
LOOK AFTER THE
2.

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In order to improve the agent or user’s experience during remote
work, it is recommended to:
Guarantee they have good connectivity and equipment in
their houses.
Make sure the implementation and configuration of the
platform is fast and secure.
Use a Web RTC solution, which means it does not need the
installation of a hardware.
Have a Unified Inbox; in other words, a tool that unifies all
your interactions with your clients in a single screen.
OMNICHANNEL IN THE ERA OF ‘WORK FROM HOME’ USER’S EXPERIENCE

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MOTIVATED
ENGAGED &
KEEP YOUR AGENTS
3.

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RESUMEN
Adapt your working method to this new reality in order to
maintain levels of compromise:
Organize weekly meetings with your team in order to
maintain the synergy and guarantee a better organization.
Organize virtual“happy hours” to maintain camaraderie.
Give them the flexibility to organize and distribute their
working hours at their convenience.
Generate internal stimuli in order to maintain high levels of
personal motivation:
Set daily goals.
Generate internal competition
Give weekly or monthly acknowledgements.
OMNICHANNEL IN THE ERA OF ‘WORK FROM HOME’ AGENT’S ENGAGED & MOTIVATED

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Use
GAMIFICATION...
……atoolthatintroducesmechanicsanddesignsinnon-recreational
contexts in order to generate commitment and increase the
motivation levels of the agents towards their work.
Improve commitment levels in all the areas
OMNICHANNEL IN THE ERA OF ‘WORK FROM HOME’ AGENT’S ENGAGED & MOTIVATED

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IN REAL-TIME
PERFORMANCE
KEEP AN EYE ON
4.

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In order to keep control of your Contact Center and monitor what
is going on at all times, it is fundamental to have all monitoring
tools working in real-time:
Have real-time dashboards that measure performance
levels of the Contact Center itself (supervisor) and every
agent in particular (agents).
Pay attention to the Key Performance Indicators (KPI’s).
If you are a supervisor or administrator, configure or
programme automatic alerts and reports that warn you if
something happens in your Contact Center.
OMNICHANNEL IN THE ERA OF ‘WORK FROM HOME’ KEEP AN EYE ON PERFORMANCE IN REAL-TIME

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COMMUNICATION
LOOK AFTER
5.

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Supervisors and agents must be in constant communication in
order to be able to maintain productivity levels of the Contact
Center, even when they are not in the same physical place. That
means they must have the necessary channel of communication
to facilitate that constant exchange of messages:
Use the internal chat the platform offers you as a bidirectional
means of communication between agents and supervisors.
Listen to call recordings and leave feedback for your agents
to continue improving their work.
Be open to listen to what your agents have to say as well :).
OMNICHANNEL IN THE ERA OF ‘WORK FROM HOME’ COMMUNICATION

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URUGUAY
‘EL PAÍS’ | NEWSPAPER
CASE OF SUCCESS

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Founded the 14th of september of 1918 in Uruguay,
‘El País’ is the newspaper with the largest circulation
of the country. With its 101 years of history, it’s one
of the newspapers with more history of the country.
Even though it was originally known by its printed
version, this new era of communication has pushed
him to be present in the digital world as well, adapting
its contents to the functionalities the internet has to
offer.
OMNICHANNEL & WFH CASE OF SUCCESS ‘EL PAÍS’
“EL PAÍS”
ABOUT
CASO DE ÉXITO

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El País’ uses uContact to attend two areas: Client
Support and Sales. In the case of Client Support, it
applies it to all the product it has to offer: Newspaper,
Classified Ads Magazine, El Gallito; discount
programme for subscribers, Club El País; and Funeral
Notices.
In the case of Sales, it applies uContact to three of their
products: El Gallito, Club El País and other campaigns.
OMNICHANNEL & WFH CASE OF SUCCESS ‘EL PAÍS’
AUDIENCES
CASO DE ÉXITO

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On March 13, 2020, the
first positive cases of
COVID-19 in Uruguay were
announced.

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To take 100% of its team
to Work From Home.
HAVE THEN?
DID THE NEWSPAPER
WHAT CHALLENGE
OMNICHANNEL & WFH CASE OF SUCCESS ‘EL PAÍS’

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They planned, over the weekend, how to take 100% of their
endowment to work from their houses, since the newspaper had to
be working normally by Monday.
They made sure all members of the team had access to a computer
and to the internet in their houses. If someone didn’t have either of
them, they provided him/her with one.
They requested the implementation of uContact in all the agents’
personal devices and, in 48 hours, they had it configured and working.
They were able to take 100% of
their agents to work from their
houses, maintaining -and even
increasing- productivity levels.
ONE WEEK
IN JUST
OMNICHANNEL & WFH CASE OF SUCCESS ‘EL PAÍS’

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CENTER
CONTACT
CASO DE ÉXITO
100% remote
OMNICHANNEL & WFH CASE OF SUCCESS ‘EL PAÍS’

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THANK YOU!