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Novelty. Habit. Routine. It’s the daily reinvention of life. Something that is novel today inevitably becomes routine.

Businesses need to plan and prepare for the post-pandemic world and IT departments should leverage their new status to influence what that looks like. But what are the post-pandemic priorities?

For years, marketers like myself have long espoused the benefits of cloud platforms to help businesses gain agility. Over the past 10 months, the pandemic has accelerated cloud contact center adoption, which is a win for consumers where expectations for exceptional customer experience (CX) continue to rise. Throughout this year, many of our routines have been disrupted and re-engineered as we adopt to a new normal, we are connecting with each other more often via digital channels.

Most contact center leaders have access to data that enables them to assess just how busy their agents are and if they have capacity to take on additional work. They also have the ability to optimize results that impact customer experience (CX). This balance of efficiency and CX is made possible by strong workforce management practices.

PSCU is a credit union servicing organization. We provide payment services to credit unions across the country. I serve as the Manager of Business Excellence, so my primary responsibility is to manage the RPA center of excellence. I started working on RPA two years ago. My previous background was in lean Six Sigma, as a practicing black belt, so I’m transitioning that skill set into implementing RPA.

The story of student loan servicer ECSI is a story of partnership and the sense of a higher mission, one of providing support to colleges and universities and of helping young people and their families navigate financial issues they may be encountering for the first time. It’s a story of building relationships and providing services in meaningful ways to constituents who need them. Above all, ECSI’s story is one of a small business able to perform like a much larger one—all while continuing to grow and provide exceptional experiences with every interaction.

The current trend in business, according to Forbes, is to replace the annual performance review with real-time feedback. In fact, 95% of managers are dissatisfied with the formal annual performance review process, according to SHRM, with an increasing number of organizations leaning toward more frequent feedback to drive sustainable improvements.