Covid-19: Accelerating the future of customer service
Covid-19: Accelerating the future of customer service
Many of our clients tell us that Covid-19 is placing their call centers under more pressure than ever before. Inbound calls are up, capacity is down, and their customers are experiencing increasing levels of financial stress.
The result? Covid-19 has forced systemic changes that would normally have taken years in the planning to be made in just a few weeks.
This whitepaper examines the interplay between 4 key Covid-19 call center metrics. Measure them now, and learn how ready you are for increasing your levels of customer self-service.
Content
- • Introduction
- • A perfect storm for call centres
- • Accelerating the drive to self-service
- • Temporary acceptance, permanent frustration
- • How the future might look
- • Conclusion
Solutions in your sector
Enabling a differentiated experience throughout the end-to-end customer journey for the world’s largest telcos
Improving lending and mortgage journeys and making day-to-day banking easier for your customers
Transforming the citizen experience across federal and state government agencies
Reducing churn with better customer engagement across sales, onboarding, retention and regulatory compliance
Improving customer and agent experience through automation of onboarding, in-life customer care and loss prevention
Ensuring right-first-time delivery and installation of complex and large item deliveries
Improving customer engagement to ensure right-first-time delivery and repair through proactive conversation
Managing and improving customer conversations across complex networks of manufacturers, dealers and customers
Isn’t it time you stop assuming? Book a demonstration with us
