A Guide To Monitoring Your Remote Contact Center Agents


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A contact center is an essential part of every company’s business. With the increasing sophistication and complexity of customer demand, it has become increasingly important to have a team of skilled agents who can handle any query easily and gracefully.

The Coronavirus has forced companies to adapt in rapid ways

When the pandemic first hit in March 2020, contact center operations were immediately impacted. Some contact centers had to shut down entirely until they could be cleaned and disinfected. Others had to modify their procedures for handling calls, and some even resorted to manual processing of calls while they waited on equipment replacements.

It was a wake-up call for many who felt like they had been doing things one way forever—until the Coronavirus arrived and changed everything instantly. Now that we’re two and a half years out from when the virus first arrived, companies are looking at new ways of managing their contact centers which will help ensure this level of disruption doesn’t happen again!

The challenge with work from home environment

As a manager, it’s essential to establish a high-trust environment. This will help reduce the number of issues that arise in your contact center. Your agents need to feel secure and confident that they can make decisions without fear of being reprimanded or having their job threatened.

In addition, managing agents remotely is much more challenging than managing agents working at an office or shared location. When you have remote team members:

  • You only hear from them when they have something to say or ask; there is no casual communication throughout the day.
  • It’s difficult, if not impossible, to monitor their activity levels outside of scheduled shifts (for example, if someone comes in late).

Real-time remote monitoring of all activities & data across calls and messaging channels

Every contact center needs a complete view of its customers, from the first time they contact your business to when they leave it. This is especially important for businesses that need to provide better service through a consistent experience regardless of where customers contact them, whether on a phone call or over messaging apps.

With real-time remote monitoring of all activities & data across calls and messaging channels, you can get vital insights and take corrective action immediately if something goes wrong during every interaction with your customers – no matter where they are located or how they choose to contact you!

Contact center metrics that include call recording, speech analytics, and sentiment analysis

The call recording feature provides a clear picture of how your agents are performing on a day-to-day basis. It gives you an accurate insight into how long it takes the customers to reach an agent and what kind of queries they are calling about. With this data at hand, you can improve or simplify processes and workflows for better agent performance by analyzing the recordings and their transcripts (if automatic speech recognition is enabled) using tools such as real-time call coaching software.

Speech analytics helps you understand how well your agents handle calls by providing metrics like speed of response, average length of calls, etc., which give an idea of whether they’re picking up calls quickly enough or taking too long to respond to them and if so why.

Another way to monitor your agents is by using sentiment analysis. This type of software monitors call and messaging interactions between agents and customers, then analyzes them in real-time to identify positive or negative sentiments in the conversation. Sentiment analysis can help you identify issues and respond appropriately before they escalate into more significant problems. It can also help you identify opportunities for improvement that can lead to more satisfied customers and more revenue for your business.


Remote contact centers are becoming increasingly crucial for businesses. They can help you cut costs and increase your productivity by harnessing the power of a distributed workforce. But, it’s also important to note that managing remote agents requires a different skill set than managing in-house agents and requires special attention from management teams who want to ensure their agents are performing at their peak level.

This post was first published on the Omnicus blog.

Eivind Jonassen
Eivind is the co-founder and CEO of Omnicus. He is building Omnicus to help businesses optimize and streamline contact center operations through automation, and smart routing across messaging, voice & video.


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