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Article : Ensuring Nonstop Customer Service in Any Season

#contactcenterworld, @WorkingSol

Ensuring Nonstop Customer Service In Any Season

Author: April Wiita, VP of Program Success, Working Solutions

Climate change—and the ensuing disasters it brings—is transforming business operations in every industry and geography, from storm surges along the Texas shoreline to wildfires in Tasmania.

Climate change has, in fact, become climactic, building up to bigger events and worse outcomes, with news coverage that no one wants to watch.

Be it hurricanes or bomb cyclones, this challenge is addressed in the industry analyst report by Forrester titled "Adapt to Climate Change or Face Extinction."

Nowhere is the immediate response to climate change more evident than in customer service. Hurricanes, blizzards and flooding disrupt business continuity and hamper, if not shut down, service in every sector. The headlines hammer home the realty of what’s occurring—again and again.

Caught in harm’s way, traditional call centers of brick and mortar are evacuated while virtual, on-demand contact centers shift operations away from the path of storms. For out-in-front businesses, the choice is to be mobile and modern—and not mired and mashed.

Nonstop customer service requires predictive planning and performance. To pull it off, several crucial pieces need to be in place to get ready, ride out any disaster and then recover from its aftermath. With distributed networks and fast-flex workforces, on-demand contact centers can outmaneuver any storm.\

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Planning for the Pain

Responsive operations track storms as they develop, anticipating when and where they will disrupt customer service. They sense and see what’s coming. Visualization, with FlightAware MiseryMaps, can be used to identify airports and flights where storms will cause the most delays and cancellations.

Tapped into such tools, on-demand service agents can anticipate slowdowns and backups, and not merely react to them. With information in hand, they can figure out alternate routes for travelers in advance, minimalizing delays.

Scaling as Needed

With a full-time equivalent ratio of up to 3-to-1, an on-demand contact center is a force multiplier compared to butts-in-seats service reps stuck in a physical call center. Immobility is a poor strategy as a storm changes course, intensifies and lays waste to everything in its path. Evacuation is often necessary.

On-demand service, however, can shift resources, operating outside of harm’s way. Spread out across states and even countries, remote agents can move work from place to place, ramping up 200% within a few hours’ notice—and scaling down afterward once the danger passes.

Preparing for "But When"

As climate change accelerates, from bad to worse seems to be the norm. For instance, consider the prolonged intensity of Hurricane Irma in 2017. As NPR reported, it was "the longest-lasting powerful hurricane or typhoon ever recorded, worldwide. It kept 185-mph winds for 37 hours—longer than any storm on record." Hurricanes Harvey and Maria added to the devastation that year. Talk about a pile-on.

In the face of such ferocity, ensuring continuous customer service takes even more forethought and resilience. That’s because "what-if" scenarios can turn into "but-then" realities fast. Business continuity requires real-time communications, mobile and online, as operations course-correct to maintain steady service. On-demand service again turns to tools such as STAR (strategic talent ample resources) maps. They pinpoint agent locations, calculate their numbers and availability, and schedule shifts based on a storm’s path and duration. They also learn to be glued to maps and predictive information to help a mobile, modern workforce outrun the wind.

Operating Afterward

As often happens, the dig-out after a disaster can be tougher to handle than the storm itself. At the very least, aftermath preparations should in the works as a storm rages. Best-case measures call for things being in place well before an event occurs.

That takes having a solid gasp and command of current client operations. Backed by contingencies for reserve agents to bridge any breaks or gaps till normal service is restored. This means anticipating "how many for how long" and planning accordingly.

When "Wicked" Comes

During historic nor’easters, we found the following actions were critical:

  • Conferring with clients days in advance, determining where and when the most support was needed.
  • Alerting agents beforehand, adding numbers and shifts as necessary—anticipating trouble spots.
  • Evaluating risks as the storms struck, shifting resources to hard hit areas to ensure nonstop service.

Against the backdrop of climate change, business continuity requires operating in harm’s way. And while the storm names and their intensities vary, predictive preparation remains the one constant whenever "something wicked this way comes." And most assuredly, it will come.

#contactcenterworld, @WorkingSol



About Working Solutions:
Company LogoWorking Solutions is a consultative business process outsourcer providing customer service, sales, support, and flexible business continuity. Tapping into a vast network of enthusiastic brand associates across the United States and Canada, our flexible business model enables us to provide customer service on several levels–from steady state for everyday business to ready state for unexpected events to future state for long-range projects.
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Today's Tip of the Day - Don’t Over Glamorise Your Job Adverts

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Published: Wednesday, February 26, 2020

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2021 Buyers Guide Computer Telephony Integration

AMC Technology

DaVinci provides Computer Telephony Integration (CTI) to a library of pre-built applications + UXiPaaS (User Experience Integration Platform as a Service) built specifically for contact centers. As contact center needs evolve, organizations need to have access to extend or create new functionality, without waiting to be a part of a software roadmap. Get the benefits of CTI within your CRM like screen pop, click-to-dial, screen transfer, speed dial and more, but future-proof your contact center so you can expand and integrate how and when you want.

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.

ComSys S.A.

CLink for CRM and Call Center Integration
CLink by Comsys is a middleware that connects in real-time the CRM and the contact center applications. CLink enhances the CRM with interaction management capabilities from the contact center that allow agents to work more productively across all communication channels.
Comsys is a provider of οmnichannel customer engagement solutions that assist companies around the world in delivering unique customer experiences. For the last 15 years, Comsys designs and implements complex projects for clients from the outsourcing, financial services, telecommunications, and retail sectors. Comsys enjoys strategic partnerships with technology vendors like Cisco®, Aspect Software®, and Microsoft® for the delivery of innovative interaction management and contact center optimization solutions.

Consilium Software

Consilium UniAgent™
Today’s call centers need their agents to work more naturally, and respond better and faster. Here, we talk about the innovations Consilium has made with the latest desktop and mobile agent releases of the UniAgent™ CRM connector. From small enterprises to Fortune 500 companies and governments across 110 countries, UniAgent™ comes into action right at the moment of reckoning, making every contact center experience engaging and personalized, powered by simplified customer identification and anticipating customer needs.
UniAgent™ provides CRM integrations between all the Cisco contact center solutions (UCCX, PCCE, UCCE and HCS-CC) and over 20 CRMs, such as Salesforce, Microsoft Dynamics 365...
(read more)

IntraNext Systems

IntraNext Systems develops agent efficiency tools and data security software solutions for medium-to-large contact centers. Our Event Intelligence® Platform solutions include SmartCTI™, iGuard®, and SmartSIP™. SmartSIP is based on our patented SIP layer technology and provides a DTMF masking solution for VoIP environments.


CRM integration
We know how important it is for a business to obtain data from its customers and to manage them effectively, so we help small to large companies by integrating their CRM with the Virtual Switchboard.

This type of integration will simplify the work of your team and improve the management performance of the contact list and its information.


NovelVox CTI Connector
NextGen Cisco Finesse, Genesys & Avaya Embedded CTI Connectors for Salesforce, Microsoft Dynamics, ServiceNow, Zendesk & more.


What is PhoneIQ?
PhoneIQ is the modern cloud phone system and contact center platform built exclusively for companies on Salesforce. Our all-in-one cloud communications platform brings together power dialing, local presence, voicemail drop, Salesforce call routing, call recording and a complete PBX replacement that lives within your CRM. With support for desktop, mobile, and desk phones, PhoneIQ works seamlessly at the office or remote, logging all interactions in Salesforce and generating reports in real-time.

Best For
Companies using Salesforce and looking for a phone system, dialer, or contact center software that provides deep integration capabilities with their CRM and expert Salesforce support.

Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
InterDialog UCCS - a robust contact/ call center software that helps organizations provide a seamless customer experience across all channels in the customer service journey. All interactions from various channels come to a single unified queue on the InterDialog platform. With unified view agents get to see all historical interactions , enabling him to give a resolution quickly. InterDialog UCCS is a comprehensive Contact/Call Center Software with robust CTI, Unified Q ( ACD), Reporting, Unified Agent Management, Administrator, Supervisor - Monitoring (Pmonitor)

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