Transforming customer experiences

Ringing in the new year provides an opportunity to create a fresh start for your agents and your contact center – even despite the stale circumstances. So while the start of 2021 might not bring the overnight “new year, new you” fix we were all hoping for, here are some workforce engagement ideas to help refresh your agents’ mindset to start the year on the right foot.

The disruption and uncertainty caused by the COVID-19 pandemic has impacted virtually all businesses within all industries, of all sizes, and all around the world. The impact varies across all businesses depending on their unique dynamics; however, many contact centers were caught unprepared by the pandemic’s economic fallout and continuously struggled to adapt—with many still struggling to do so. The reality is, COVID-19 is hardly the only disruption firms have faced (or will face) during their existence.

It's tempting to put 2020 behind us and move on, but before you get out your shovel and put it in the ground, you should do some honest lessons learned about the past year and use the information to guide your 2021 contact center investments.

If you work in a contact center, you know that business is different now compared to before the pandemic struck. The most obvious difference may be that most of your agents started working from home – and almost a year later, likely still are. But you probably also noticed a change in your call volumes and patterns. Many organizations experienced a spike in volume at the beginning of the lock downs as well as an increase in handle times. And the timing of when those calls came in changed for many as well.

We connected with our team of subject matter experts to get their opinions on the top issues facing the 2021 contact center and what customer experience leaders need to keep in mind as they brace for the future. Here’s what they had to say.

The holidays are upon us, and you can make this holiday season merry and bright not only for your customers but for your agents too. Here are easy tips and ideas for low-cost ways to diffuse tension and bring more fun to December, no matter what industry you’re in.

When history is written about the pandemic, there will be chapters on the increasing importance of customer service, adaptation, and the evolving role of contact centers in the quest to survive. Stories of automating routine tasks and providing automated self-service options, while highlight how contact center focused on enhancing personal CX by allowing agents to do their best work will be a focal point for businesses.