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.
No one has been left untouched by COVID-19. The test we’ve been faced with is unimaginable. Regardless of how well prepared we have been with contingency plans built out of past catastrophes – tsunamis, volcanos, earthquakes, hurricanes, fire – nothing could have prepared us to the point where we would have considered all 40,000 workstations and 50,000 employees having to work at home.
Try as we might to plan for the unexpected, it is doubtful that any organisation planned for the epidemic we are all experiencing today. COVID-19 is taking over daily life for people and businesses around the world. Its full impact is not yet known, nor do we know how long it will take to overcome the health and safety challenges it poses to our communities.
Raise your hand if this describes your firm: Everyone wants to be innovative, but not everyone wants to change. Consider automation. Employees understand the benefits of automation and bots but research shows many employees also fear being replaced by technology.
Offering an outstanding end-to-end customer experience—including everything from marketing to packaging to product design to support to cross-sales—takes work, and investment. But the investment is worthwhile.
Is it costly to deliver an outstanding customer experience? Of course it is.
But perhaps the more important questions is, what is the cost of delivering a subpar customer experience?
It’s an incredibly disruptive time for the automotive sector in Europe. Right now, digital adoption, ride-sharing apps, and emission regulations are just a few factors that are reshaping a century old industry.
If we examine the space further, you’ll see that success in 2020 is not only about identifying the disruptors but knowing how to act on them as well:
Today’s customers are fast. The rise of messaging apps and smart phones have enabled them to reach whomever they want, wherever they want, whenever they want. That’s why your contact center associates need to be faster and better prepared to handle increasing demands while delivering superior service.