Welcome to the final installment of Talkdesk’s CX Reframe: A 5-Point COVID Response Plan. In our first three pieces, we discussed the massive quantum shift brought on by the COVID-19 pandemic, and how CX leaders can adapt their contact center strategies to continue delivering excellent experiences while weathering the pandemic. In this piece we’ll discuss how CX leaders can Reform these strategies, and modify them to address a post-pandemic world.
For many of us, at this point in 2020, it still may be tough to see the light at the end of the tunnel. Re-openings, followed by re-instituted restrictions, have seesawed our economy, and created consumers with highly unpredictable spending habits. For many industries, planning during the pandemic can be a highly complex exercise. While that may be true, planning for a post-pandemic world doesn’t need to be. To prepare, CX leaders need to answer two key questions:
While the answers to these questions may largely depend on the industry your CX team serves, through a broader lens, here are three key predictions likely to impact the CX industry as a whole:
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To help promote safe workplaces, a hybrid agent schedule, trading between days working onsite, and working from home will likely become commonplace. To account for this, CX leaders may consider hiring agents as “gig-workers” offering customizable schedules and work-from-home flexibility to reduce the number of workers in their centers.
To back this up, in Talkdesk’s 2020 Business Continuity Survey, we asked our customers this very question: ‘How long does your company intend to have agents working from home?’.
In response, over 24% of our respondents answered: We intend to support a blend of office and work from home settings once it is safe to return to an office.
Mobile commerce, grocery delivery, and the shift from brick and mortar are here to stay. To that end, with customers ordering more on their mobile devices, CX leaders in retail need to emphasize digital, mobile-friendly support channels now more than ever. That means investing in SMS, Whatsapp, and social media messaging – creating a support experience that’s consistent with their customers’ buying experience.
With agents working from home as the new norm, access control, caller verification, and anomaly detection will become more important than ever. If they haven’t already, CX leaders need to be partnering with their Security teams to develop systems and adopt tools to prevent against the increase in fraud brought on by the pandemic.
Practical predictions and assumptions like these will help ensure that as a CX community, we’re more than ready to tackle the long road ahead.