Customer service operations have always had to accommodate rapid changes in volume, but the current climate has generated a level of service volatility that is unprecedented. The combination of huge traffic volumes, plus the logistics of having to transition service teams to remote-working has been the ultimate stress-test for support operations. But this is no drill.
Whilst we all hope that we can soon return to ‘normal’, we cannot afford to wait for things to recover. Our contact centres represent the key touchpoint for customers, who now more than ever are looking to connect, share experiences and gain reassurance. Is your business still contactable? Are your agents able to work as efficiently from home as from your contact centre? Don’t wait for a return to normal, make the change now to protect your employees, customers and your communities.
Neil Davey is the managing editor of MyCustomer. An experienced business journalist and editor, Neil has worked on a variety of newspapers, magazines and websites over the past 20 years, including Internet Works, CXO magazine and Business Management. He joined MyCustomer in 2007.