As business has changed overnight causing us to rethink business resilience, customer interactions and work-from-home solutions, we must consider and address a seamless migration from on-premise to remote for entire divisions and business units.
To date, the business priority has been crisis response to the COVID pandemic. Now however, as organizations begin to emerge from this urgent response phase, leaders are focusing on the next set of workforce challenges as they plan for the full recovery. As work-from-home becomes a permanent reality, it’s important to consider how operations are conducted on-premise and what needs to occur to provide the same level of services remotely, such as; managing increased inquiries, maintaining customer relationships and proactively reaching customers. This is most important in contact center environments where customer satisfaction (CSAT) is most critical.