Webinar: The Post-Pandemic Contact Center: What's Next For Remote Work & Digital Customer Engagement
With the rush to move agents home in response to COVID-19 coming to a close the new conversation is around what comes next and how this has influenced the way we work with our customers – for the long run.
Most contact centers had no experience with remote agents, especially when those agents were used to high in-person engagement, training and coaching.
In parallel, customer social distancing has meant an even bigger push for digital adoption and economic uncertainty is driving a growing need for contact centers to quickly adapt to near-term budget cuts and efficiency goals.
When it comes to handling this crisis, each industry has its own unique set of challenges. Healthcare and Government had to dramatically scale up operations, while retail and hospitality are taking a clear hit. And with all these factors in play, it is important to have a future vision and balance short term vs long term ROI.
And now businesses need to answer the critical “what’s next” question.
• Are companies moving to digital faster? Why?
• What happens post COVID-19?
• Will you keep all or some agents working from home? Will there be conditions?