What technologies and practices will help your contact centre navigate this crisis, and the next after that?
The contact centre industry is accustomed to navigating external events that drive change. However, the changes caused by the COVID-19 pandemic are unprecedented for even the most nimble organisations. “Business as usual” has been upended for the foreseeable future, and the entire industry is re-prioritising its use of technology and management systems.
Solutions once viewed as “nice to have” options are now essential tools in adjusting to the realities of COVID-19. The strategies that drive the contact centre industry in 2020 and beyond are different from the past. Join us as we discuss some of these strategies, including:
• Utilising automation for positive CX
• Empowering work-from-home (WFH) and remote agents
• Migrating to cloud-hosted software