With the world in the grip of a pandemic the likes of which has not been seen in a century, organisations are suddenly experiencing a level of volatility in their service operations that is completely unprecedented.
Yet while service operations are experiencing major disruption, the interesting upshot is that this turmoil has only served to accelerate some trends that the customer service world was already experiencing. In this report, we explore the implications of COVID-19 for your contact centre and how to respond, including:
- Changing channel preferences.
- The role of self-service and automation during volatile times.
- The importance of seamless customer support.
- Contact centre priorities for the short- and long-term.