Playbook: Successfully Managing Remote Employees

Working remotely is undeniably a growing trend — as of 2016 60% of U.S. companies offered telecommuting opportunities. While this is in-line with shifting employee preferences and offers many business benefits, it also creates several challenges for organizations. For the most part, many of the challenges fall within three main buckets:

• Onboarding and provisioning
• Security concerns
• Visibility into remote environments

A sticking point in any one of these areas can bring a remote working program to a problematic halt, or stop it from getting off the ground entirely. To help organizations understand and overcome these key challenges, Dizzion put together an Executive Playbook for Managing a Remote Workforce.

We dive into individual challenges within each of these buckets and include expert advice from professionals who currently run successful remote working programs (and went through trials and tribulations to get there).

Here’s a quick preview:

RESPONDING TO CUSTOMER SECURITY CONCERNS

Security is just as important, if not more, for remote working programs as it is for organizations that operate within a brick-and-mortar location. Without the ability to interact with employees face to face, how can you ensure they are following the proper security and compliance protocols? Modern technology and increased security controls are paramount to ensuring that company and customer data is protected at all times.

“The topic around security has long plagued the virtual agent environment. There is almost no data to support the notion that at-home is less secure, less safe, higher fraud – that’s sort of fake news. Much of what has been created from a security and compliance perspective in the industry is an attempt to overcome a perception that is not necessarily backed by fact. Nonetheless, I think what that has really done is almost make the [at-home] offering that much more secure than its traditional physical center counterpart.” 
— Felix Serrano, CEO – Americas at itelBPO

Additional deep dive topics include:

• Hardware supply and desktop provisioning
• Time to productivity
• Endpoint maintenance
• Meeting compliance requirements
• Tracking employee engagement
• Troubleshooting technical issues

Whether you’re looking for ways to optimize and improve an existing remote working program or are trying to figure out how to get one off the ground, this playbook will give you valuable insights and ideas.

Download the Executive Playbooks for Managing a Remote Workforce >>