Why Customer Support Teams Should Embrace Hybrid Working

Hybrid work is here to stay. Recent to research shows that 90% of employees want flexibility in when and where they work. Hybrid working offers exactly that, giving employees the option to work remotely, while some work from a physical location.

While companies are still contemplating their journey to hybrid working, it’s worth recognizing its benefits. Offering a mix of desktop and remote options can improve the employee experience, boost engagement with work (i.e. better customer experiences), and allow companies to tap into larger pools talents that are not tied to a specific location.

However, for the hybrid model to work, investing in the right technology is essential. And for customer-centric organizations, choosing the best tools to support hybrid working is especially critical. For this reason, we spoke with Jeff Reekers, Marketing Director of Aircallthe leading cloud-based call center and phone system, on how hybrid working can unlock amazing customer experiences.

A productive future for hybrid contact centers

The sudden shift to remote working that took place at the start of the pandemic shattered the myth that productivity was only possible in the physical office. Rather than fighting low productivity, Reekers understood that the real challenge facing businesses was finding the technology to quickly provide teams with the right tools and support to do great work, wherever they are. find.

“We haven’t migrated to the cloud. Aircall was born in the cloud. It was designed to be remote-first, so we were able to support our partners as they rapidly scaled remote operations,” Reekers explains. Aircall’s cloud-native approach has enabled them to meet the hybrid needs of customer service teams that would traditionally have at their disposal a wide range of tools and, in legacy operations, stand-alone hardware.

“Our solution works with virtually any device, desktop or mobile, and we have a robust feature set designed to fit the needs of any business. But above all, we also have the main ecosystem of applications for voice. This means that dozens of tools companies already use, from CRM to AI transcription tools, can be seamlessly integrated into Aircall,” says Reekers, noting how ready the tool is to adapt to n any remote environment.

Create meaningful customer experiences with real-time intelligence

Two essential requirements for great hybrid customer support work that Reekers highlights are trust and real-time intelligence. “In a hybrid work environment, you need to put your team in the driving seat and empower them to make the right decisions for customers in real time,” he notes.

The unparalleled app ecosystem provided by Aircall is clearly an important part of this empowerment, putting everything from AI-powered assistance to a customer’s sales history instantly at your fingertips.

However, while agents need autonomy in their roles, hybrid working need not lead to a lack of transparency or accountability. Reekers is well aware that in the world of customer support, listening, learning and adapting are essential. Customer demands are changing rapidly, and monitoring these interactions is critical for businesses looking to continue delivering exceptional experiences.

“We give agents and the business a complete 360-degree view of the customer in real time,” says Reekers.

“This means businesses can ensure that agents are properly trained and supported, and that those agents are able to assess performance and adapt on the go,” he explains. “As companies move towards hybrid working, they will invest in these solutions because customer expectations are only growing. Enabling agents to not only meet these expectations, but exceed them and delight customers is a critical driver of competitive advantage in today’s world.”

Clearly, Aircall’s vision resonates with the future work hybridwith thousands of global businesses choosing cloud-based call center and phone system to deliver exceptional experiences for their customers.

Learn more about Aircall cloud contact center platform.

Joseph P. Harris