If this pandemic teaches us anything, it is that business continuity and resilience go hand in hand and play a role in an organization’s disaster recovery
plan. Now that most companies have gone from business continuity planning to resilience, what is the transformation going to look like as companies
have settled a bit? Learn from this interactive panel on how to understand what business resilience is and how to incorporate this into your long-term
Business continuity and disaster recovery plans are essential for any organization. This spring, ServiceNow’s Customer Support team moved to a remote workforce almost overnight.
We will share our strategy and tactics, including evolving communication and collaboration procedures, workforce management processes, and capacity modeling and scenario planning to ensure support continuity. We’ll also discuss our strategy for ensuring a smooth transition for returning to the office.
The events of 2020 dramatically changed the customer contact landscape, but they did not universally weaken experiences. Leading brands were able to not only mitigate the impact of this year's events but turn focuses like remote work, digital engagement, self-service, and scalable contact centers into competitive advantages.
By exploring the anatomy of their successful business continuity plans, this discussion will reveal how they turned such intimidating challenges into unparalleled opportunities. More importantly, it will share actionable guidance for strengthening leadership, improving agent performance, and growing customer satisfaction as you prepare for the future of customer contact.
After an incomparable few months, one which has thrown the world into a recession, customer experience strategies are at the forefront of boardroom chats. The significance of retaining customers during a time of unparalleled change is key to business survival, and thus addressing customer queries in a timely fashion is of utmost importance. However, gone are the traditional ways of working, with many still required to work from home. This, along with the high volume of calls, has threatened the effectiveness of a CX strategy.
Contact centres need the flexibility to quickly scale up or down, with a robust infrastructure that is resilient - the ability to spike at times, then fall at others - without sacrificing quality.
In this webinar we’ll talk about how contact centers can harness cloud-based communications to facilitate rapid and agile expansion and differentiate your business by making your CX a true competitive advantage.
We’ll take a look at: