Contact centres in a time of uncertainty
Business leaders have long understood the importance of contact centres for customer service and as a sales channel. Recently however, and as a consequence of the COVID-19 pandemic, it’s become more widely recognised just how important contact centres are to the broader UK economy and society.
Throughout the crisis, contact centres played an essential role underpinning the UK’s response. This was often direct support, for example through NHS 111 with call handlers being tasked with triaging calls from people with symptoms consistent with coronavirus.
In traditional contact centre operations where a large number of people work in close proximity, maintaining appropriate social distancing is a challenge. Companies have therefore had to find ways to maintain high-quality contact centre operations while prioritising responsible working practices that protect their workers.
In meeting this challenge, many leading organisations have taken the opportunity to rethink the contact centre and bring forward innovations that were once planned for the distant future. For these organisations, reopening means to reinvent the business.
Into the clouds
Business with leading contact centre operations are turning to the cloud to enable the features that will deliver exceptional levels of customer service while supporting their employees in their roles. Organisations are using the cloud to deploy next generation integrated CRM and Service Management platforms that enable advanced digital features, including self-service portals, chatbots, and natural voice telephone services.
6 steps to transition and transform
To help businesses make the transition to the contact centre of the future, we’ve created a roadmap that sets out how to quickly define a contact centre strategy.
Customer care was already on a journey to a new digital future. COVID-19 only reminded everyone why high-quality contact centre experiences are so necessary, while providing an insight into just how much can be achieved by rapid transformation in the cloud. Based on these factors, it is likely that the flexible contact centre of the future will be here much sooner than anticipated.