Agents unable to commute to the office? How to operate efficiently during a crisis. - Neldi Rautenbach - ContactCenterWorld.com Blog
For the love of Rudolph, Christmas now starts in March, no July? The recent weather would have had many of us think it could be Christmas if we didn't know better. Heavy snow not only had some commuters spending hours in their vehicles, and on trains, flight and bus cancellations resulted in an unprecedented surge in commuter enquiries, alongside burst water pipes, flooding and sink holes appearing. Thousands of people where left in distress, unable to commute, some without water and basic facilities.
With further weather warnings being issued by the Met Office, the increased demand on customer service departments is set to continue. And when contact centre staff are unable to commute to work, some businesses will struggle to operate efficiently.
24/7 support is within reach to those eager to achieve operational efficiency by utilising digital channels such as Virtual Agents, web chat or web self-service, especially during unexpected circumstances.
Digital channels allow businesses to maintain high levels of service during peak and off-peak times. Web self-service options and Virtual Agents don't get snowed in. And kudos to those using web chat via agents working from home - an often-overlooked advantage of chat over voice.
Businesses cannot risk being stuck in the past, however many are still finding it difficult to adjust to advancing technologies.
Why not download our short, handy, and free guides that offer insight for businesses wanting to invest in effective digital support channels from our website?
Publish Date: March 19, 2018 5:13 PM