Organizations across the world were pushed into unfamiliar circumstances when COVID-19 caused massive workplace changes. Businesses had to shift almost overnight to remote work environments in order to maintain operational continuity. Despite its abrupt nature, many businesses were able to manage the quick transition and continued to work effectively using the digital resources at their disposal.
We now know, however, that what was once thought to be a temporary situation may be a new way of working. For most companies, remote working was originally intended to be a convenient solution to ride out the remainder of the pandemic. However, remote work has proven more productive than anticipated – even more than traditional models, in some cases – and businesses have committed to making it a permanent part of their work cultures.
But it also forces business leaders and contact center leaders to ask questions about how to ensure these new work conditions remain effective and promote high levels of customer service. What can be done to ensure employees remain productive without in-person management? How can a positive customer experience be maintained in a remote “unmanaged” environment? What strategies will prove effective for managing remote contact center agents and customer experience long term? How will business models evolve in the coming years as a result of these changes? As more organizations look to equip their operations with remote and cloud resources, they must also consider how to best protect those investments.
Verizon is one of the world’s largest communications providers and they too had to respond quickly to the rapid migration of their contact center staff to home environments. What happens if a residential ISP has an outage and 50 agents are not online to respond to inbound calls? What if bandwidth issues impact call quality? How can we enable remote employees and IT staff to troubleshoot and address issues in real time? Verizon implemented long-term strategies for managing CX disruption and shares its story in this on-demand webcast. The discussion uncovers the impact of the shift to a fully remote contact center workforce and the steps Verizon took to retain its brand equity and deliver best-in-class customer service, as well sharing some tips organizations can use to get more visibility into their remote worker issues.
Edited by Erik Linask