What effect has the Coronavirus had on your company?
We have limited coporate travel. Thankfully the virus has not directly affected any of our employees yet so we have not needed to take other measures. We have however put a plan in place in the event such should occur.
If you operate a contact center how have you adapted to manage the pandemic?
All of our employees are equipped with laptops and while it's not something we've ever instituted before, are capable of working from home. Internally, we've bumped up the messaging around staying home if you're unwell and how to reduce the spread of germs in the workplace. (Hand washing/sanitizing, sneeze/cough into your arm or elbow, not your hand, etc)
What recommendations can you share with others who are looking for ideas on what they can do to help manage the effects of the virus on their business?
Plan to deal with the problem before it occurs. Almost everyone has a disaster plan, go through it and identify any gaps this situation might introduce and fill those gaps in before you have to enact the plan. (Laptops, softphones, USB headsets) Communicate often and transparently with employees about what you're doing to manage the situation.
If you operate a center - has call, email, chat traffic increased, decreased or stayed the same since the virus emerged? AND, if its changed up or down how? and how have you managed the change?
We have seen no variance to the expected contact levels since the virus emerged.
Before the virus hit, did you have an emergency plan should something like this happen? and if so, did your plans work as expected?
Thankfully the virus has not hit us yet.
If you can add some notes about your business to help readers understand what your center and/or company does, please add them here.
I manage a customer care contact center which provides technical and practical support to software users.
Lastly, any other comments or opinions you can share about the effects of this virus on your business or the people working in your company?
Our thoughts and prayers are with all those affected.
Published: Friday, April 24, 2020
Combines knowledge management with call support as continue improvement.
eGain Knowledge + AI
eGain's knowledge management software, powered with Case-Based Reasoning, an Artificial Intelligence technology, lets you provide intranet or extranet access to the common knowledge base, enabling contact center agents to provide distinctive, productive, and brand-aligned experiences in every interaction, across all channels and touchpoints.
FuzeDigital offers an affordable yet comprehensive knowledge base to answer your consumers' and staff questions. When assistance is needed, our email management system ensures your timely and accurate delivery of responses. Used by companies large and small that seek to deflect common questions while providing exceptional support.
Happitu is your customer support team’s personal coach. It guides your team through every interaction with custom workflows, responsive scripting, and dynamic help topics.
Documentation in Happitu is automated, detailed, and consistent. Go beyond handle times and service levels with the rich insights of Happitu – from granular interaction data to aggregate data and trends – you get the complete CX journey!
We intentionally built the Happitu Workflow Designer with your customer support team in mind. Using our intuitive tools that provide quick and safe iteration, you eliminate the need to involve IT or Development. Yes, you will no longer have to dread submitting a change request to Devin from IT!
Try it free for 45 days!
Knowmax is a knowledge management software for enterprises. Customer service of any organization can leverage this tool to create, curate & distribute the knowledge at assisted as well as digital channels promoting self service.
Knowledge Management software
livepro are experts in Customer Experience Knowledge Management and are passionate about improving customer experience. livepro is feature-rich yet easy to use, delivering answers to agents – not long complex documents to dig through. This makes customer service quicker, easier and more efficient. Staff require next to no training on complex procedures thanks to livepro’s intuitive design, which brings confidence up and training costs down.
ProcedureFlow is a step by step visual guide that supports agents as they navigate company processes. With a knowledge management solution that simplifies complex information, employees can spend less time searching and focus on what they do best. ProcedureFlow’s simple and intuitive platform enables contact centers to quickly and easily create, maintain, and update company processes in real time. With ProcedureFlow, teams can work more efficiently, better serve customers, and drive results that matter most to their business.
Knowledge is your company's most valuable asset. An intelligent Knowledge Base can harness that asset, supporting your customers and empowering your agents.
Purpose-built with your users in mind, the knowledge base stores all information your customers need and search for, from policies to product details. Integral to CX, an intelligent knowledge base allows customers the freedom to self-serve whilst delivering them great results at their convenience.
Internally, the centralised knowledge base equips your employees with all the knowledge they require to assist customers, enhancing not only the way agents work, but the impact on CSAT.
Knowledge can be seamlessly integrated with your customer service tools to ensure complete coherence of information, even when it's updated.
PH: +441279 5555 80