The document outlines 3 pillars for maintaining service quality with a remote workforce: Communicate, Engage, and Reward & Recognize. For Communicate, it recommends overcommunicating using available tools and having clear expectations. Engage suggests increasing engagement through 1:1 meetings, buddy systems, and team check-ins. Reward & Recognize stresses using fun over fear, recognizing successes, balancing group and individual rewards, and watching for fatigue.

1. ©2020 Stella Connect. Proprietary & Confidential.
Remote CX
3 Tips to Maintain Service Quality
with a Remote Workforce
March 19, 2020

2. Justin Cruz
Senior Client Success
Manager at Stella Connect
Jacob Weber
Director of Client Success,
East Coast and Europe
at Stella Connect
Liz Keys
Technical Support Manager
at Stella Connect

3. Agenda
3
• Meet Jacob, Justin, and Liz
• Remote Transition Overview
• Our 3 Pillars for Remote CX Success
- Communicate
- Engage
- Reward & Recognize
• Key Takeaways Recap
• Q+A

4. 4
Pillar 1: Communicate
In fact, over communicate!
• Make the most of the
communication tools you have
• Create a communication process
& stick to it
• Provide very clear expectations
and don’t move the goal post

5. 5
Pillar 2: Engage
Increase Normal
Levels of Engagement
• 10 minute slots for
on-demand 1:1s between
managers/team members
• Set up a peer-to-peer buddy
system for check-ins
• Scrum-style checkpoint
meetings for teams

6. 6
Pillar 3: Reward
and Recognize
More important
than ever
• Use fun as a motivator,
not fear
• Shine a light on successes
• Be highly sensitive to
fatigue
• Balance group rewards
with individual: one team,
one mission

7. 3 Pillars to Maintain Service Quality with a Remote Workforce
Make the most of tools
Communicate
Reward &
Recognize
Engage
7
Create a process
10 minute 1:1s
Buddy Systems
Motivate with fun!
Shine a light on
successes
Clear Expectations Scrum-style meetings
Team and
individual rewards

8. stellaconnect.com
©2020 Stella Connect. Proprietary & Confidential.