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.
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