In the words of Elvis, we're 'all shook up'. Not surprising after the initial reaction to the global pandemic that is COVID-19. It's changed how we think, live and work and why it's important to build resiliency into contact centre operations.
Traditionally contact centres have always had to consider how they keep going in crisis situations because their customers expect to be able to keep in touch and businesses depend on their front line customer service functions. But, with COVID-19 things have turned out to be quite different to anything experienced before.
So how is it that some organisations are faring better than others? The answer lies in the way they’ve approached the crisis and responded to the needs of their customers, employees and their business. Not forgetting security too.
Those that have fared well have done so thanks to agility and decisive thinking. Now, Eckoh’s experts have compiled a useful eGuide that looks at the top 5 lessons learned from COVID-19 that can have a real positive impact on how you face the future. We’ll be looking at:
There’s no doubt that contact centre operations will be changed forever as a result of the COVID-19 pandemic, both in terms of business continuity and ongoing operations. As organisations across the country start to mobilise their workforce ‘back to the office’, many will begin to recognise that some of the practices implemented during lockdown could actually become an integral part of their business continuity planning. It will also reveal other practices that you could use to make your contact more resilient for the future.
To find out more download our eGuideContact CentreResilience - 5 lessons learned from COVID-19. visit www.eckoh.com/contact-centres-resiliency
Alternatively, if you’d like to talk to us about how we can help then just get in touch.
Publish Date: June 16, 2020 5:26 PM
Calls are received by the right person or department. The right corresponding information is shown to the agent which makes that appointments are handled quicker and more secure.
|2.)||Call Center Studio|
Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.
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We’re a specialist Contact Centre business and market leaders helping socially focused organisations deliver quality support to their clients and service users. We do this by providing 24/7 helplines, software solutions and consultancy services.
Since launching in 2006, we’ve operated at the sharp end of customer service, supporting some of society’s most vulnerable people. We’ve pioneered in our space to become a specialist in helplines, whilst using the most advanced communication and database technologies available.
Our social mission has remained a constant throughout, providing many meaningful career prospects and growth opportunities to people within our local communities and fur...
|4.)||Jointly International Inc.|
Front Office Solutions
Front office is your Company’s first line of customer interaction and serves as the mirror of your business. Focus on your core business and let our competent staff handle your various front office needs such as:
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By catering valuable, usable and enjoyable customer service, businesses can increase their CSAT Score and Customer Retention Rate. We help organizations to provide quality customer service through varied channels like email, phone and live chat. Ensuring quality after-sales support is our USP and we rely on proven approaches to ensure quality customer service.
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