There’s a common misconception around the term, “contact centre outsourcing.” Many business leaders assume it is mainly a cost-cutting measure. What they don’t realise is that outsourcing is more than just a consolidation of functions for reducing costs.
Many experts say, “Looking for a job is a full-time job”. It takes time, effort and patience to find the right fit. Perfecting your resume, combing the web for job openings, networking with friends and colleagues and getting acquainted with each company’s uniquely different application and hiring process is stressful.
The nature of work and life has been forever altered by COVID-19, forcing industries of all nature to rapidly adapt. This is especially true for the BPO space, which had to prioritise technology for continuity and to enhance customer and employee experiences that have shifted home.
The days of colossal IT projects are over. Long live nimble, accelerated digital initiatives.
A quick skim among the tech press shows what on the surface looks to be troubling news - spending on "digital transformation" projects globally is down in the wake of the coronavirus.
The world has changed, success lies in organisations that are nimble enough to utilise innovations born out of crisis. CX leaders in the European contact centre space who want to emerge stronger after COVID-19 need to act on the new expectations of both their customers and agents.
The Coronavirus pandemic has led to tectonic shifts in how people live and work all around the world. Social distancing and stay-at-home orders have upended traditional societal norms for work, commerce and play. And though the future is uncertain, what is known is that things will not go back to exactly how they were before the crisis started.
It’s not a secret that customers typically call customer support as a last resort but in recent weeks, companies across many industries have reported high increases in call volumes, which fluctuate depending on developments related to the COVID-19 pandemic. Companies need a fast way to reduce call volumes and still provide the support that customers are looking for.
In times of crisis -- like right now -- people are naturally anxious. They are unsure of what will happen next. They have questions. They need answers. And in many cases, they are looking to connect with other people to share their experiences, emotions and find someone who will listen. It’s a way to gain reassurance that we’re all in this together.
To weather a crisis, it’s essential that you react and plan strategically. TTEC’s webinar, COVID-19 NOW: What you need to Know NOW, tackled the resiliency practices contact centres need to face histories largest at-home migration.