As we keep behind the unfathomable year and enter the new-normal era with hopes and dreams, we should not forget the learning from the pandemic era. So in order to deal with the “hopeful” future, we have come up with a blueprint that would help anyone and everyone to devise an immaculate customer experience. This blueprint was engineered factoring several segments that were affected by the pandemic and different variables that are required to be taken into consideration. The perfect solution for customer experience is as follows:
- Omnipresent Agents
As all the agents were forced outside of the contact center and made to work from the comfort of their homes, their overall stress was reduced to a whopping 80%. This in turn, increased the productivity significantly by 50%. Few of the agents felt the loss of comradeship leading to loneliness but the benefits exceeded the drawbacks. Firstly, working from home offered the agents to work in flexible hours. This flexibility was not restricted to just time but the agents could work from any of the corners of the world. This in turn, saved their daily hustle to commute. Working from home meant more family time, which meant less stress! Hence the contact centers could set up a common platform for all the agents spread across the globe to communicate efficiently. The most commonly used application during this pandemic is Microsoft Teams.
- Being Ready
Honestly stating, no one was prepared for the pandemic. This reflected with many enterprises shutting their shutters. Several contact centers were blindsided as the virus spread like a wildfire. Hence to be prepared for what would come up it is essential to identify and start developing the foundation of the company from the ground level. Since all the execution is done online, it is of paramount importance that the contact centers invest in cloud infrastructures. Developing an emergency response team is important as well while dealing with different uncertainties.
- Residing among the Clouds
Keeping the social distancing on check, on-premise contact center systems are no longer the best approach. Hence having a developed and efficient cloud infrastructure would be the best way to game up the customer experience.
There are several other ways to develop and prepare your contact centers to keep up with the “New Normal.” They could include having mobile oriented operations, using AI to deal with the execution or using AI to adapt to the emotional aspects of the consumer.
There is never such a thing as being over-prepared and we at One Contact Center believe the same. With over a decade of experience, we offer the best plans and solutions for you to deal with the changing trends and make the most of this new-normal era.
One Contact Center
One Contact Center offers back office support, virtual assistance, call center support and BPO services for small businesses to startups and international brands. Our services can incredibly diminish your workload and help you in producing better income amid pandemic.
If you’re keen on boosting your customer experience with reliable support services, please, contact us today. We’ll be more than happy to help.
