The pandemic in 2020 has changed our perspective of life marking an era of real uncertainty. It is truly impossible to define 2020 using any combination of the twenty-four alphabets. As we keep behind the unfathomable year and enter the New Year with hopes and dreams, we should not forget the learning from the pandemic era.
As everyone was locked up in their houses during the COVID-19 pandemic, the term customer experience has completely changed. Even the big companies and brands who stayed loyal to their customer experiences and values took a big hit as they failed to keep up with the ever-changing demands of the customer during the pandemic.
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 in this New Year.
