Small businesses are anticipating when they can reopen their call centers and doors as new developments continue in the COVID-19 pandemic. Since mid-March, many small business call centers have either sent staff to work from home, worked with limited staffing at their site, or closed their doors all together.
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Transforming customer experiences
Organizations around the world are turning to robotic process automation (RPA) to become more agile and efficient in the face of increased demand and rapidly changing environments during the COVID-19 pandemic.
Has the pandemic permanently changed the way people work? Specifically, are all the employees currently working from home really going back to the office? It’s hard to see how. In fact, some employers have already announced permanent changes.
The need for flexibility has never been more acute in the contact center and customer service environment than today. This is especially true with the transition to mass remote working due to COVID-19, which is forcing businesses and employees alike to quickly adapt to the upsurge in demand for customer service.
People are joining the NiCE Customer Community in droves and harnessing the (recently expanded) benefits it offers for managing their contact center. You’ll find over 4,000 articles, news and events, community discussions, help documentation, voting for product ideas and more.
Todd Gould joined the NUG board in 2015. He currently serves as the NUG’s Chief Community Officer, having assumed this post in January 2020 following positions supporting recording, analytics and voice of the customer solutions.
In light of the new work from home reality, more and more organizations around the world across various industries are discovering the power and value that robotic process automation (RPA) brings to their businesses.