What is new is the impact that rapid digital technology advances have had on younger age groups. “Digital native” Millennials and Generation Z have grown up in an ever-connected world of online shopping, social media, and all the world’s information at their fingertips. Some don’t know any other way.
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Transforming customer experiences
With more employees working from home than ever before, contact center leaders have had to rethink how they maintain business as usual and continue driving toward organizational 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.
Most state a federal government agencies are struggling with exponential increases in call volumes as a result of the pandemic. One unnamed agency experienced an over 3000% jump in call volume. The scariest part of that data point is that agency had not yet begun executing contact tracing efforts.
It’s important to be purposeful when cutting costs. Using benchmarks can help. Use internal benchmarks to make cuts relative to past performance. Use industry benchmarks to make cuts that will put you in line with other contact centers like yours. Using both sets of benchmarks in combination may yield the best results.
It’s been an amazing few of months. Countries around the world closed down their economies as a means of fighting the COVID-19 pandemic. Social distancing has proven to be the most effective tool for combating a virus without a cure or vaccine. Life has changed dramatically, and a “new normal” will be established as the world reopens.
Kim Felice joined the NUG board in 2012 as Director of Membership and Communication. She currently serves as the Chief Administrative Officer (CAO).