Krutant Iyer
March 16, 2023
•
5
min read
As the wave of digital transformation adds wind beneath the globalisation efforts of most businesses, the executives and decision makers of leading institutions are trying to figure out ways to bridge the communication gap between their dispersed teams. A study found that 20% of virtual teams find it difficult to collaborate with their colleagues.
Most businesses following the principles of diversity and multiculturism acknowledge the fact that their team members work from different locations, speak different languages, and come from different cultural backgrounds. This diversity enhances their competitiveness and ability to innovate.
However, virtual teams face a significant challenge in communicating with one another. The lack of transparency affects team collaboration, with limited participation and no face-to-face access to colleagues or customers. The absence of the ability to spontaneously chat with colleagues, arrange meetings in person, or update team members on projects has taken a significant toll on employee engagement and morale.
But fret not. Here are 9 ways you can boost your employee morale and create a close knit, highly engaged, powerhouse ecosystem that may be divided by boundaries, but is united under one platform.
Teamwork Makes the Dream Work
What Team Collaboration Looks Like
9 Hacks To Enhance Collaborative synergy In Virtual Contact Centres
1. Provide an all-in-one communications suite
A platform that’s capable of handling all communications – both internal and external - combining phone, chat, video call with screen sharing, email channels and more.
2. Break down language barriers
A platform that is configurable in preferred language and offers multiple language support and localisation capabilities.
3. Facilitate sharing
From sharing screen during video calls to sharing documents, images, videos, and voice notes, your remote staff needs this flexibility to facilitate interactive discussions.
4. Create shared workspaces to encourage collaboration
A secure chat room where team members can share files, communicate, and collaborate with each other.
5. Share workload with smart routing
Maximise resolution success by routing customer enquiries to the right team member based on automated routing rules, flexibly handling high traffic with ease.
6. Provide audio and video recording and transcription feature
A solution that comes packed with ability to transcript voice calls and notes that can later be used for referencing or research.
7. Host training sessions over video calls
A contact centre manager can leverage the video conferring capability of a unified communication solution to host training sessions for global workforce and even record the training to be repurposed into other forms of knowledge assets.
8. Integrate essential tools
Improve your workflow by integrating tools your teams use every day and create a personalised hub to manage all your customer interactions.
9. Compare real-time performance to improve workflows
No matter how busy things get, compare real-time performance, and track historical trends to improve workflows and optimise efficiency.
Simplify Collaboration for Better Results
Give your staff the best of both worlds – digital and telephony, on one, all-in-one platform - CINNOX, so they can contribute when, where, and how they need to – to deliver better customer experiences and boost team synergy.
