The pandemic has shown that customer service landscapes can change drastically in an instant. However, when this happens, can your brand’s operational processes keep up? Can you overcome resource constraints, keep employees connected and productive, handle spikes in customer requests and proactively address issues before they escalate?
If your brand is resilient enough to deliver high-quality service consistently during unpredictable times, your customers will notice and thank you for it. If not, your brand is at serious risk of seeing its customers churn.
The duty of resilient customer service does not just rest on the shoulders of the contact center. Often the front, middle, and back offices, as well as the field teams, need to come together to resolve complex customer service issues. When executed correctly issues can be identified and fixed before customers ever see them.
Download this resource to access the six best-practice steps to building resilient contact centers fit with seamless, cross-organisational assisted service.
Access this content to discover how to:
- Break down silos and automate workflows across teams.
- Detect and prevent potential issues.
- Identify opportunities for automation and efficiency.