Rebecca MartinVP, Marketing
CalabrioUnited States
"For contact centers, being adaptive and having plans in place to allow for flexible work environments is always a good idea whether due to seasonal peaks, unexpected business changes, natural disasters or global health impacts. Right now, we’re seeing many contact centers needing to act effectively in the following areas to manage the effects of COVID-19 on their business:
Surge capacity - To adjust quickly, contact centers should leverage technology for efficient team expansion and staffing management and oversight. Having a mobile app that contract agents can access as needed allows them to update their availability at any time, giving contact centers managers greater visibility into staffing possibilities. Apps also give contact centers managers the ability to proactively reach out to flexible contractors. Staffing can be enabled to meet high contact volumes via agent self-service automation, where schedules update immediately based on agent requests and availability, without manual supervision.
While an immediate move to the cloud might not be possible, those that have SaaS (Software-as-a-Service) should see how they can efficiently scale or condense their software usage to match customer needs.
Expanded remote work - As companies look to quickly transition agents from centralized settings to at-home work, without disrupting vital workflows, mobile-ready solutions, such as workforce management tools, can allow operations teams themselves to work remotely and to plan a newly remote agent team.
COVID-19 related reporting: If agents are handling coronavirus-related issues, contact centers need to use the analytics, reporting and quality tools available to them to support agents and keep executive teams informed. And when teams return to business as usual, they need to continue to use data-deciphering tools to understand how the business was impacted and how it is recovering.
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