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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.

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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.
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Today's Tip of the Day - Crazy But True!

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

Published: Friday, August 21, 2020

Printer Friendly Version Printer friendly version

2021 Buyers Guide Omnichannel

Page: 12
1.) 
3Fiftynine

CardBoard
This real-time walldisplay is able to show every form of contact in a clear wallboard, with the necessary KPI’s per channel; like phone, chat, etc.

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.

3.) 
Call Tracking Metrics

Today’s customers aren’t always willing to pick up the phone to talk to a business, which is why an omnichannel communications strategy is essential. Because our software tracks chats, texts, and form submissions in addition to calls, we make it easy for you to interact with customers in their preferred method of communication. Take your strategy to the next level by utilizing our automated tools which can generate instant communications back to your customers as soon as they contact you.



4.) 
CCT Solutions

CCT ContactPro
ContactPro empowers agents to efficiently serve customers in today's demanding world of Omni-Channel communication. The state-of-the-art technology solution helps contact centers to leverage their existing Avaya infrastructure while decreasing contact center costs and increasing customer satisfaction.

With a strong focus on Omni-Channel functionality ContactPro defines a new method for integrated traditional voice contacts, emails, fax and documents with modern web and smartphone communication for any WebRTC, chat, assistant browsing and file sharing, online presence, SMS/IM (text) and social media activities. Additionally, the web supervisor functions provide simple reporting and full me...
(read more)

5.) 
Comm100 Network Corporation

Comm100
The Comm100 omnichannel customer experience platform powers real-time interactions via web, mobile, and messaging. We make it easy for organizations to answer questions, solve problems, and keep customers happy.

From front-line marketing and sales to ongoing service and support, Comm100 enables great digital experiences that drive revenue without increasing costs.

6.) 
ComSys S.A.

CFront for Digital Communication Channels
CFront by Comsys is a state-of-the-art application that enriches contact centers with digital communication and collaboration capabilities. CFront is natively compatible with Aspect Unified IP and Cisco Unified Contact Center (UCCE/UCCX) platforms and connects them with all the major 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®, Aspe...
(read more)

7.) 
Consilium Software

Consilium UniVCX™
You may have seen the meme going around that captures what tipped the balance towards digital. The questionnaire asks, “who is driving your digital transformation?” After “CEO” and “chief digital officer”, the third option is “Covid-19” highlighted with a red circle. The pandemic has been tragic in the toll it has taken on the lives and health of the global population, forcing billions to stay at home. Yet, it has also been a catalyst for change in a bigger way than any event since the last world war. Who would have thought that a bank would lend a new customer a million dollars or more based on a video inspection of the mortgaged property and without any physical paperwork or face-to-face K...
(read more)

8.) 
CTCOMM

Whatsapp
Facebook
Twitter
Linkedin
Youtube

9.) 
Eckoh

Eckoh Experience Portal
Cloud-based portal that delivers Eckoh's complete Secure Payment and Customer Engagement solutions. Simply take the solutions you need today and add additional ones as you need them. All from one supplier.

10.) 
eGain Corporation

eGain
eGain omnichannel customer engagement solutions power digital transformation for leading brands.

Guided by AI, knowledge, and connected analytics, eGain’s customer engagement suite enables excellence in digital-first, omnichannel customer engagement across digital self-service, including virtual assistance, messaging, chat, social, and email, seamlessly integrated with voice.

Based on a unified platform, the solution is trusted by blue-chip brands for customer engagement at scale that is effective, efficient, and consistent, while being compliant with best practices and industry regulations.

11.) 
eGain Corporation

eGain Solve
Rated #1 by analysts and trusted by some of the biggest brands in the world, eGain Solve helps businesses design and deliver smart, connected customer journeys across social, mobile, web, and contact centers. You can sell smarter, serve better, and know more.

12.) 
ethosIQ, LLC

Customer Engagement Platform
The Customer Engagment Platform (CEP) collects multichannel interaction and application data from all channels, across multiple systems, providing a single, complete data source for ethosAnalytics to access and display information in useful, usable ways. CEP provides companies with scalable and repeatable software for big data solutions.

13.) 
Eudata

Video Advisor
Directly engage customers through an effortless Video chat via your web page or mobile APP with a secure platform. Escalate from an existing chat or create a brand new video conversation, use desktop sharing and co browsing, record and track every step of the customer journey

14.) 
Fusion E-Solutions LLC

omnichannel support service, BPO services
We help businesses in their administrative and repetitive jobs as a be-fitting virtual assistant service provider. With an objective to reduce in-house burden, save time & money, and regain focus, we show flexibility in working 24/7 for clients with dynamic needs.

15.) 
Hodusoft Pvt. Ltd.

Omnichannel Contact Center Software
"HoduCC" is a comprehensive and consolidated contact center software. It guarantees to provide the best call center software that suits best for all types of call centers. Being one of the top Voice over Internet Protocol (VoIP) solutions providers across the globe, HoduSoft ensures that this contact center software offers intelligence, security, and advanced features.

HoduCC has been designed in a way to make sure that user loyalty is built and the customers’ expectations are accomplished. Doesn’t matter what your business size is, HoduCC is most affordable Contact Center Software for small businesses as well.

HoduCC allows customer support teams to provide personal, productive phone...
(read more)

16.) 
ICR Evolution

ICR Evolution
We are omnichannel. We know that your clients want to be able to contact you through any channel, whether it is via telephone, social customer service (WhatsApp, Telegram, social networks), email, self-service, outbound or live chat. That is why we think about each improvement with the omnichannel experience as the main focus. ICR Evolution has been designed to exceed your customers' expectations, offer an excellent and consistent experience across all channels, increase productivity and retain talent in your company. We make it possible thanks to features such as Intelligent Contact Routing, Self-Service with Voice Recognition (IVR), Predictive Dialer, CTI, Scripting and Flow Design Tools, and Omnichannel Communications Management.

17.) 
Ivonesia Solusi Data

Sociomile
Elevate your service quality and experience a seamless and more personalized customer care solution to get a happier customer journey that transforms into loyalty.

18.) 
Lieber & Associates

Omichannel Migration Consulting Services
Lieber & Associates provides technology, management, and operations consulting services to transform departments into omnichannel contact centers. After assessing current operations, the firm delivers a roadmap for testing and implementing technology, metrics, training, and any staffing required to meet omnichannel goals. The firm also advises on programs to migrate customers to the new channels.

19.) 
MightyCall

A premier yet affordable VoIP phone system, working from home—or anywhere—has never been easier than with MightyCall, a no-hardware, no-nonsense solution for SMB.

20.) 
Noble Systems

Noble Contact Center
Truly unified omnichannel operations. Your customers have growing expectations about how and when they want to interact with you. The noble contact centre suite helps you seamlessly communicate with your customers, no matter which channel(s) they prefer. Noble helps you optimise agent activity and improve the efficiency of customer interactions with our unified omnichannel solutions. Seamlessly manage communications over a variety of voice and non-voice channels including voice, email, sms text, web chat and social media. Simultaneously manage inbound and outbound communications without having to log in and out of programs. And combine all channels on a single platform to improve contact centre efficiency and profitability.
 
Page: 12

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