Over the last couple of weeks, I’ve had some interesting conversations with senior leaders particularly those operating in the digital transformation space.
A number of conversations have gravitated to the lack of ‘red tape’ during the latest digital transformation projects aimed to get teams working effectively but remotely.
A number of businesses have seen large scale transformation projects, expected to take months or years, accelerated to happen almost over night. The need for an increase in urgency when taking business from a BAU busy contact centre, to throwing all efforts (particularly from the IT teams) into directing a large volume of team members to work from home.
The most popular discussion piece, across business - both large and small has been the realisation that when business continuity relies on it, projects that would typically take 6 months of planning, sign off and preparation have all been conducted in less than two weeks, with two extreme cases that I’ve encountered taking just 48 hours.
What’s amazing, is that the transformation is truly adding value and keeping businesses contactable and compliant with the current nationwide lockdown restrictions.
Something that I have challenged the key stakeholders with that I have spoken to, is whether this sudden implementation of remote contact centres teams gives a true representation of what we can achieve post-crisis?
From my discussions, here are some key take-aways from this situation that I believe could improve “working life after COVID-19”:
I’d be interested to hear your thoughts. What impact do you believe COVID-19 will leave on the workforce within the contact centre space?
Holly Beeston is a Executive Search and Recruitment Consultant at Douglas Jackson. Holly specialises in the Utilities, Telecomms and Technology – SAAS vertical markets. Contact Holly on firstname.lastname@example.org Tel: 01543 231074
Publish Date: April 6, 2020 5:00 AM
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