Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

ContactCenterWorld.com

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used

Twitter

Facebook

LinkedIn

Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used

LinkedIn

This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties

[HIDE]

Here are some suggested Connections for you! - Log in to start networking.

MEMBER
Mohammed Albadrani
Security System Coordinator
71
MEMBER
Heriadhi Waskitho
Quality Auditor
15
MEMBER
Aris Paolo Roberto
Business Development Manager
0
MEMBER
Bill Quiseng
Chief Experience officer
117

Article : UK Contact Centre Leaders: Covid-19 Crisis has Changed the UK Contact Centre Industry Forever

#contactcenterworld, @contactbabel

According to a major new industry survey "What Will Your Contact Centre Be Like Post Lockdown?", 77% of contact centres had 50% or more of their employees working from home during the current Covid-19 crisis with 62% stating that, if there was a second wave, they needed to understand how to do homeworking better.

Recognising the significant impact of the current crisis on the future of the industry, 83% of contact centre leaders said that they will be revising their Business Continuity Strategy/Plan to address the possibility of subsequent waves of Coronavirus - with 56% of stating that they should use technology to manage customer contacts more effectively.

40% said that they were planning to invest in Communications with Remote Managers/Agents in 2021, the same percentage as said that they would be investing in Remote Management and Monitoring Solutions. 39% expect to invest in Artificial Intelligence solutions.

89 per cent of UK contact centre leaders say that the Covid-19 crisis has changed the UK contact centre industry forever.

102 UK contact centre leaders at Department Head, Director and Manager level took part in the June 2020 online study, which was conducted by Pitch Marketing Communications in partnership with the South West Contact Centre Forum, Call North West, ContactBabel and Talkdesk. Survey participants came from a broad range of contact centres from different industries.

In other key findings:

Pre the Covid-19 Crisis:

  • 80% of organisations said that they had a formal Business Continuity Plan prior to the Covid-19 crisis, with 90% of these considering Shutting Down Office Buildings/Operations, and 92% Communicating with Employees as part of those plans.

During the Covid-19 Crisis:

  • Anxiety/Mental Health Issues has been the biggest concern for organisations operating work-from-home centres during the current crisis, with 66% stating that it has been a significant or very significant issue.51% of respondents said that Training, and 44% Managing Contact Volumes, had been significant or very significant issues.
  • To cope with the Covid-19 crisis, 79% of respondents had invested in Employee Communications (including Microsoft Teams and Zoom), with 34% investing in Contact Handling technology, 30% in Cloud solutions, and 25% in digital/online solutions.

Post Lockdown:

  • By 2021, 35% of contact centre leaders think that their contact centres will mainly be homeworking, with only 27% stating that they think that under a quarter of their contact centre employees will be working-from-home.58% stated that they thought homeworking would be partly optional and partly compulsory.
  • 30% of respondents saw Anxiety/Mental Health issues as being more of a challenge next year.Likewise, 30% saw Training, and 21% Managing Multiple Channels, as potentially being bigger issues.

  • 89% of people said they would be Better Prepared if there was a subsequent wave of Coronavirus. In terms of practical actions, 73% said that they would be better Able to Deploy Our Work-From-Home Model Faster, while 54% said that they would be better Able to Make Changes to Technology Infrastructure.

  • When asked What Will Your Working Environment Mainly Look Like in 2021? 57% expected it to most closely resemble a Socially Distanced Centre, 35% a Work-from-Home centre, and only 7% a Normal Contact Centre.

"There is huge uncertainty within the UK contact centre industry as we emerge from lockdown" said Jane Thomas, CEO of the South West Contact Centre Forum. "What will customer contact centres physically look like as we emerge from lockdown? What people, operational and technology challenges do we face? What do we need to do better if a second wave of Coronavirus were to occur? Our survey is a unique industry collaboration designed to provide answers to these important questions.... and point the way forward."

"Traditional contact centres have a higher potential to be hit hard by the spread of a health crisis, such as the coronavirus outbreak, or other natural disasters. Due to shelter-in-place orders and social distancing requirements, contact centres suddenly face the need to move agents onto a work-from-home solution," said Tiago Paiva, chief executive officer, Talkdesk. "Cloud solutions are ideal to help companies remain agile and move quickly to maintain critical business continuity through remote work options, offering staff safety and setting themselves up to thrive in the post-lockdown ‘new normal’."

#contactcenterworld, @contactbabel


About Contact Babel:
Company LogoContactBabel, a contact center and CRM analyst firm, was set up in 2000 by Steve Morrell, a leading expert on the contact center industry.
Company Twitter   Company Profile Page

Today's Tip of the Day - Can You measure It?!

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

Published: Friday, August 21, 2020

Printer Friendly Version Printer friendly version

2024 Buyers Guide Business Continuity

 
1.) 
Eckoh

CallGuard Remote
A flexible way to take secure, PCI DSS compliant payments from home or remote locations. It’s quick to deploy needs no changes to processes or systems.

CallGuard Remote prevents agents from seeing, hearing or recording card details so, the agent, their screen, and any call recordings are removed from the scope of PCI DSS.

This simple approach means the customer effectively types their own payment information into the agent’s payment screen, but with the card details being shielded from the agent’s view. It’s simple, and highly effective.

2.) 
Pointel

CCaaSSync – Contact Center Disaster Recovery Solution
CCaaSSync is a comprehensive solution to help businesses prepare for unforeseen disasters that may impact their Genesys cloud contact center infrastructure. Our disaster recovery solution ensures that your business remains operational and continues to provide seamless customer service even in the event of catastrophic failure of your primary infrastructure.

Our disaster recovery solution is a cloud-based service that allows you to synchronize your primary Genesys cloud contact center infrastructure with your disaster recovery Genesys cloud contact center infrastructure, allowing you to quickly and easily switch over to the backup infrastructure in the event of a disaster. This ensures tha...
(read more)

3.) 
Vads

VADS Business Continuity Plan
VADS provides a business continuity plan by providing full outsource services and manage services. we've provided this to several clients. You can contact us for a detailed study case.
 

NEXTGEN-TV

NEXTGEN-TV PROGRAMMING

PROGRAMMING COMING SOON!

About us - in 60 seconds!

Submit Event

Upcoming Events

The 19th Asia Pacific Annual Best Practices Conferences are here! Meeting Point for the World's Best Contact Center & CX Companies Read More...
 10497 
The 19th World Final Annual Best Practices Conferences are here! Meeting Point for the World's Best Contact Center & CX Companies Read More...
 5232 

Newsletter Registration

Please check to agree to be placed on the eNewsletter mailing list.
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
CMS =
session cookie set = True
session page-view-total = 1
session page-view-total = 1
applicaiton blnAwardsClosed =
session blnCompletedAwardInterestPopup =
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =