The COVID 19 Pandemic has led to Contact Centre Leaders rethinking its contact centre strategy and how it should plan and manage its contact centre .. Read more operations. It has created many operational issues for contact centre operations and it has underscored the need for contact centre resilency, Plus the surge in customer demand and call volumes coupled with remote contact centre operations means that contact centres must evolve and adapt. it's accelerated the need for contact centres to deploy digital technologies and transformation to ensure customer engagemnet and optimal customer experience. The question is how do you do so successfully? How can you ensure your contact centre operations is scalable and easy to set-up for the long term? How can you transform digitally in a seamless and effective manner? What should you do to manage the demands on contact centre operations and agents in the short term amidst COVID 19?.
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