As the world unites to slow the spread of COVID-19, businesses are stepping up to play their part. They have shut down physical offices and store-fronts and instituted work-from-home (WFH) policies to keep citizens and employees safe. While this is clearly the right thing to do, the shift to remote work and virtual channels has significant implications for businesses. This is particularly true for contact centers.
From airlines to retail to healthcare, customers are desperate for support and information as they figure out how to navigate this new reality. Now more than ever, businesses are trying to deliver consistency in a world that is changing every day. We have been in close contact with customers and prospects regarding their contact center operations and we’re finding that many contact centers have, or are intending, to close their physical contact center operation and move to a virtual WFH solution.
This is the right thing to do, but it creates a handful of challenges. In terms of demand, closing retail shops puts a greater load on virtual channels, like call and chats. In terms of supply, having agents who are dormant or working-from-home reduces contact center throughput and capacity. The increased demand coupled with the limited supply makes it absolutely critical that remote contact centers are able to deliver a high-quality virtual experience.
However, creating an experience that aligns with what customers have come to expect from the in-store experience is difficult. It requires delivering a consistent message and experience, conducting quality control and coaching in a distributed environment, and understanding contact center metrics. Ultimately, companies are looking to minimize the impact that the virus will have on their business, keep the customer experience consistent, and support agents in their day-to-day lives.
When transitioning to a remote contact center, here are 5 things to consider.
Cresta is here to support businesses as they make the transition to remote contract centers. We offer an AI-based solution that reduces the need for in-house mentoring and supervision. With real-time coaching, companies like Intuit and Cox Communications are able to handle 2X their daily chat volume and increase revenues by 12%. Our engineers can tailor the model to your business and ensure your agents have the expertise and support to handle whatever comes their way.
In these unprecedented and frightening times, contact center agents are on the front lines of dealing with the crisis. At Cresta, our mission is to put them in the best position possible to succeed.