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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 - Brand & Service

Read today's tip or listen to it on podcast.

Published: Wednesday, February 26, 2020

Printer Friendly Version Printer friendly version

2021 Buyers Guide Inbound Call Handling Services

 
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2Ring

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2Ring Gadgets for Cisco Finesse, offered in three bundles (standard, enhanced, premium), empowers supervisors and enables agents to become more efficient.

Supervisors are able to handle everyday tasks on their own from within Cisco Finesse: reskill agents, view detailed information about agents and customer interactions in real-time, receive alerts about important call center events (RONA, Calls in Queue, ..), send messages to agents, or even change wallboards on the fly. Be flexible to provide help when needed.

Agents gain all the features that they need to serve customers faster - repetitive tasks are automated, alerts about important call center events pop-up on top of all the appli...
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2.) 
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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.

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Agara

Agara is an autonomous virtual voice agent powered by Real-time Voice AI. It is designed to have intelligent conversations with your customers, vendors, and partners without any assistance from human agents. It can handle a wide variety of calls including inbound customer care calls, outbound lead generation calls, appointment scheduling calls, and overdue payment recovery calls.

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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.
PH: +1 512-872-7565

5.) 
Connect Assist

Contact Centre Services
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...
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PH: 07973640527

6.) 
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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7.) 
MattsenKumar LLC

Contact Center Outsourcing
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.

8.) 
OpsTel Services

SPEED
The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
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*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Performance Monitoring
PH: 1+480-435-9390

9.) 
Vads

VADS Inbound Contact Center
VADS Inbound Contact Center Services provide live operators who answer incoming calls as you would yourself. A team of professional script writers is available to help you script a greeting and experience programmers will set up a time and money saving program. Our unique approach to call center services is client-focused, and takes each project’s unique needs into account to our client’s satisfaction. We offer solution as part of our service to keep you in touch with your client and drive sales.

- Customer Service
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PH: 0217991445

10.) 
Tru29 Outsource Solutions Inc.

Front Office Solutions
Any part of your business operations that requires constant end-customer facing task is an essential part of your business.

This task requires a good customer experience results for every customer interaction. Our extensive experience in handling Front Office related tasks can help you focus on your core business while being cost-efficient at the same time.
 

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