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How-to Guide: How To Build A Contact Center Continuity Plan

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Matt Wujciak
04/30/2021

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As industries across the globe struggled with unprecedented management challenges in 2020, the contact center community struggled to supervise, engage, and retain employees through a reactive continuity plan. It also struggled to handle customer call volume and personalize interactions in a predominantly remote workforce.

The struggle for many has resulted in the lowest CSAT scores, NPS, FCR, agent empathy levels, and employee engagement metrics since these key performance indicators emerged.

Many leading customer experience departments and contact centers have now ironed out their initial response to the events of 2020, streamlining an operationally efficient and lucrative long-term customer service model. However, the result is a more competitive customer experience market.

The question then becomes, what exactly is required to manage a new infrastructure today through contact center continuity planning, and ensure that our employees are meeting KPIs in the contact center?

Featuring insights from the CEO of Uber, Dow Jones’ Head of CX Design, Twilio, and CCW Digital, this how-to guide will help you answer that question.

We respect your privacy, by clicking "Download Your Copy" you agree to having your details passed onto the sponsor who may promote similar products and services related to your area of interest subject to their privacy policy. You have the right to object. In addition, you will receive our e-newsletter, including information on related online learning opportunities. For further information on how we process and monitor your personal data, and information about your privacy and opt-out rights, click here.

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