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How Did the Pandemic Change the Contact Center’s Landscape_

Around 90% of contact centers in the UK are considering shutting down offices and making homeworking permanent. Homeworking would not be possible if a cloud-based contact center did not exist. Cloud-based contact center solutions such as Contact Center as a Service (CCaaS) helped contact centers quickly adopt this robust solution enabling employees to work remotely.

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How Did the Pandemic Change the Contact Center’s Landscape_

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  1. How Did the Pandemic Change the Contact Center’s Landscape? By Sensiple © 2020 - 2021 All Rights Reserved, No part of this document should be modified / used without prior consent. Sensiple

  2. COVID-19 has changed how we work and has been an eye-opening experience. Remote working was unheard of for contact centers in the past but was made possible due to the pandemic. Many organizations benefit from remote work since they save on rent, setting up infrastructure, utility bills, traveling, and more. Most agents also experience better mental health and employee experience services. New Age Contact Center Around 90% of contact centers in the UK are considering shutting down offices and making homeworking permanent. Homeworking would not be possible if a cloud-based contact center did not exist. Cloud-based contact center solutions such as Contact Center as a Service (CCaaS) helped contact centers quickly adopt this robust solution enabling employees to work remotely. Most CCaaS providers give 90 days of free trial cloud license, which helped companies based on-premises get up quickly and migrate their tools and services to the cloud. The digital contact center realized working with the staff at home does not affect productivity, and there is no communication lag. Digital Transformation and Its Impact The pandemic has led to an acceleration in creating the digital contact center. Frost & Sullivan expects the contact center industry will consider contracting staff in the light of a blended working approach (Onsite & Remote). They also predict automation will be a big part of the future of contact centers such as AI-based chatbots and more. Investing in Technology It is evident developing robust technology enables the option to explore and adopt when the hour calls for it. And setting up cloud contact centers with Cloud-based contact center solutions was not a difficult task, and perhaps this was an easy task. The things we need to invest in moving forward is ● Virtual assistant application ● Voice bots that use Natural language processing (NLP) ● Investing in self-serve space as customers do not prefer calling the toll-free number and waiting in a queue to speak to the contact center agent. © 2020 - 2021 All Rights Reserved, No part of this document should be modified / used without prior consent. Sensiple

  3. Pandemic has shaped many industries on how they work and has let them explore homeworking. Contact centers have finally transformed into digital contact centers and realize the potential of digital contact centers and how efficient it is. © 2020 - 2021 All Rights Reserved, No part of this document should be modified / used without prior consent. Sensiple

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