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Contact centre resilience – 5 lessons learned from COVID-19 - Eckoh - ContactCenterWorld.com Blog

Contact centre resilience – 5 lessons learned from COVID-19

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.


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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:

  • Ways to succeed with reduced agent numbers
  • How to protect the customer experience with home working agents
  • How to combat cyber criminals attempts to take advantage of your vulnerability.

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 planningIt 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 - 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


2021 Buyers Guide Messaging Systems

 
1.) 
Amtelco

miSecureMessages
miSecureMessages is an encrypted messaging application designed as a pager replacement for healthcare organizations, call centers, and enterprise environments.

2.) 
eGain Corporation

Messaging Hub
eGain has rearchitected its platform to handle the messaging channels in a new way. eGain Customer Engagement Hub™, the platform that unifies knowledge, AI, analytics, and conversations to ensure that no channel is left in a silo, also powers the eGain Messaging Hub.

3.) 
Startel Corp.

Contact Center Software
Startel is a leading provider of unified communications, business process automation and performance management solutions for contact centers. Since its founding in 1980, Startel has established a loyal customer base from a variety of industries, including contact centers, education, healthcare, insurance and telephone answering service. Startel's solutions are designed to enhance the customer experience, improve employee productivity, reduce operating costs, and increase revenues.

4.) 
Synthetix

Engage with your customers in Real-Time.

Connect personally with your customers, generating new revenues and boosting CSAT scores. Synthetix Chat is the fastest way to engage your users, with a Live Key-Press Feed, ID and Verification, simultaneous chats and AI-Powered predictive suggestions, Synthetix Chat reduces averages handling times by up to 50%.
 



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