The outbreak of COVID-19 has Contact Centers across all vertical markets dealing with increased call volumes, absenteeism and a host of other declining Key Performance Indicators (KPIs).
The playbook to respond to something of this magnitude does not exist and many companies are struggling to find a clear path forward.
With both customers and employees transitioning to quarantined environments, at-home technology, collaboration, and remote customer experiences are the new forced reality. The Contact Center is the natural primary virtual Customer Service environment. Public demand for additional services and support has increased and no longer follows any traditional staffing forecast models. Finally, remote employees have lost the advantage of personal contact and collaboration that they are accustomed to with their managers, support teams and colleagues in other locations.
The question we are all facing is: What now?
Register for this webinar to discuss:
- Business impacts as you move from on-premise to the cloud
- Ways to address the challenges remote agents are facing
- Bandwidth implications for on-Premise Contact Centers
- Visibility and Collaboration within a remote team
- Creative Solutions to these and other potential impacts and challenges
Listen in on the experiences of others, participate in a live Q&A, and walk away with an actionable strategy to re-establish your optimal level of Customer Experience (CX).
