Recent stats show that 84% of UK contact centre agents have moved to home working as a result of the COVID-19 lockdown. For many contact centres using the traditional, centralised model this represents a significant shift.
Often IT has made this possible by adapting business continuity plans. But, as we look forward it will be increasingly important to find a ‘new’ normal. One where we can delight customers with flexible resources.
ContactBabel’s Inner Circle Guide to Remote Working discusses the acceleration of these trends, sharing advice on how to implement remote working effectively.
Complete the form and we’ll email you your free copy of the report.
In the meantime, we’re here to help. Get in touch for more information on how the following tools will support your organisation’s remote working journey.
- Omnichannel journey management
- Telephone & web call back with QueueBuster
- IVR for automated speech self-service and ID&V
- Customer portals with secure two-factor authentication
- Who's on workforce monitoring
- Emergency alerts for easy, secure staff messaging
You might also like
Business agility – the ability for companies to react quickly to market changes, mitigate issues proactively and respond flexibly to customer demand – has long been posited as a crucial element for organisations to succeed in today’s increasingly complex and dynamic environment.
Adapt quickly, we share five top tips as to how we are using our own technology to survive and thrive in challenging times.
An omnichannel contact centre solution built with the customer in mind. Polish your customer experience and boost agent performance.