Changing Customer Behaviour: Assessing The Impact of Covid-19 On Customer Service Channels

With recent impact of Covid-19 on the workplace, not only are customer contact centre agents moving to more remote and alternative ways of working, but additionally so are the customers. Most companies will be faced with a decrease in available front line workers due to the global pandemic, at the same time as customer behaviour will have changed along with restrictions being brought into play. This 60 minute Virtual Think Tank will bring together senior-level customer contact leaders to discuss the direct impact of Covid-19, and more so, what solutions and strategies need to be taken to stay ahead in a changing customer landscape.

• Evaluate the changing pain points across the customer journey and how you can better link contact centre agents with existing channels
• Investigate the changing nature of preferred channels amongst customers and how you can have the structure to support any necessary amendments
• Optimise efficiency by improving the flexibility of working through new user-friendly methods

Join this CCW Virtual Think Tank sponsored by RingCentral