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By now, most contact center employees have settled into a new at-home routine. Each employee’s situation is unique, with needs that include managing childcare and handling workday distractions from a spouse, roommate or pet. For many contact centers, the impact of this new landscape on customer interactions haven’t been 100% clear. They have much less insight into what’s influencing customer satisfaction than they did in the physical contact center, creating a big question mark when it comes to understanding just what is happening between agents and customers.

Today, with an increased demand for #RPA solutions spanning organizations across all vertical markets, the Automation CoE (Center of Excellence) is often faced with a heavy automation pipeline yet insufficient resources to respond quickly.

When COVID-19 meant businesses had to change the way they operated, most thought they were prepared with strong business continuity plans. Some were well-prepared and others found themselves scrambling to set up remote working capabilities to let employees work from home.

Enterprises are under constant pressure to keep pace with evolving customer expectations, intensifying competition, the need to improve employee experience, and regulatory changes – all of which also results in additional administrative expenses.

The economic effects of COVID-19 are still being realized, but one that has already become highly apparent is the need for rapid digital transformation and increased business process efficiencies within enterprises spanning all vertical markets. Even as some companies begin to transition back to the office, organizations are more conscious, than ever before, of the importance in assessing their operational efficiency and identifying opportunities to further boost productivity. Ascertaining the precise opportunities to drive improvement and greater return on investment is now a key focus area and challenge to be conquered.

‘By failing to prepare, you are preparing to fail,’ once said Benjamin Franklin. Without proper strategic planning, companies can’t prioritize which resources they must gather and how they should be allocated to achieve their goals.

One of the lasting impacts of Covid-19 related “lockdowns” is a fundamental change in the role of contact centers that emphasizes the need both for speedy authentication and stronger methods to combat fraud.