Let’s face it. The plan that you started the year with has been replaced or dramatically revised. Most of us never envisioned facing a global pandemic in 2020, let alone in our careers or lifetimes. Many customer experience (CX) initiatives have been postponed in favor of smoothing our teams’ transition to their new working environment, adapting to our customers’ evolving needs, and promoting health and safety above all else.
Let’s not forget: We are not alone in this. Every company’s customers, partners and suppliers are all dealing with the same thing. As a CX community, we have the benefit of learning from one another, and ensuring that if nothing else, this pandemic doesn’t cause customers to feel stranded.
In this blog series we’ll discuss the five-point plan that Talkdesk has employed to ensure that our customers’ experience, and our customers’ customers’ experience, doesn’t miss a beat. We’ll refer to this as the CX Reframe.
Before we dive into the first step of the CX Reframe, let’s start by discussing what’s likely top of mind for most people — working from home (WFH). While intended to keep people safe, working from home introduces a series of new challenges; security, connectivity, noisy pets, kids and cramped work spaces. In the world of contact centers, this brings up a couple key areas of concern:
Humble Brag: Talkdesk customers get to answer these questions easily. By leveraging Talkdesk Mobile Agent, contact center agents can take calls from anywhere; whether at home, or on the go. With Talkdesk Guardian, contact center leaders can sleep soundly knowing that their contact center platform is being proactively monitored by a full suite of security controls.
The necessity of a quick response, and emphasis on safety and security, introduces the first pillar of the CX Reframe: Resolve. As CX leaders, many of us are also people managers, responsible first and foremost for the wellbeing of our staff. To that end, our immediate reaction needs to revolve around shepherding our teams transition from crowded contact center environments, to the safety of their homes.
Step one is to ensure that your team members are aware of any HR resources at their disposal, as well as any employee wellness programs you’ve established in response to the pandemic. Once you’ve ensured this, the next step is to address another major influencer on your team’s cognitive well-being: the ability to continue to perform at the same level as before their transition to WFH.
This requires leaders to examine tooling, knowledge management, and IT in a brand new light, raising three questions:
Answering these questions will help ensure your team’s health, satisfaction, and readiness to adapt to their new “normal.”
This brings us to the second pillar of the CX Reframe: Resilience. As we reach the apex of this crisis, as CX leaders, we need to ask ourselves three additional questions:
The last question noted above is key – but here’s the good news.. If you ask your customers that very question, they’ll be happy to answer it for you.
When we surveyed our customers in April 2020, we asked the question: How can Talkdesk best support you during this time? The answers we received have largely helped shape our response. Here are a few examples:
As an industry, CX is not alone. Responding to COVID also requires upstream changes to the selling process. Revenue teams need to be asking similar questions about their product’s impact on our customer’s operations:
Keep in mind: Responding to these two sets of questions should not rest squarely on any one department’s shoulders. This needs to be a joint effort between CX, Sales, HR, Operations, IT and Marketing, with executive level sponsorship. At the end of the day, each of these functions are accountable to drive customers’ success so it’s imperative that they work in lock step.
Based on how our industry answers these questions, the next step is to equip teams with updated tooling, playbooks, messaging and resilience resources to succeed.
Looking forward to emparting all five elements of the CX Reframe COVID-19 response plan recommendations with you. In our next edition of the CX Reframe blog series we’ll tackle how CX leaders can approach the inevitable Return.
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