The COVID-19 pandemic is pushing businesses to rethink contact center operations and crisis communications. As business continuity becomes the biggest challenge for contact centers, enabling agents to work remotely to keep up communication with customers has been the focus for many contact center leaders over the past 2 weeks.
According to Gartner, businesses must confront a new reality of customer anxiety purchasing a product, concerns about a brand’s ability to deliver, and hesitancy about making commitments. For many companies, this has led to an increased contact volume as customers look for reassurance.
At IMImobile, we are well equipped to help you in this current situation to stay on top of your contact center operations. In their recent webinar, our experts Peter Brown and Ken Reid explain how you can manage your contact center in times of COVID-19 by:
- Leveraging existing technology and people
- Enabling agents and team leaders to work from home
- Implementing a contact center solution to support home working in three days
Watch the Webinar On-Demand
IMImobile’s cloud contact center platform enables agents to work remotely whilst also providing the required functionalities such as queueing and routing in the backend. To make and receive calls, contact center agents need a computer with internet access and a phone. When agents log on through a secure browser connection, they enter their telephone number and receive a call from the system to establish a voice path for subsequent inbound and outbound calls.
The solution’s backend offers functionality such as call queuing, skill-based routing, call deflection to digital channels, call forwarding and hunt groups. Agent monitoring in real-time allows team leaders to track and manage their agents’ workload remotely. Additional dynamic reporting dashboards allow for data-driven insights into customer journeys; and conversation and customer profile data are available to enable proactive and personalized communication with customers.
As time is of the essence, our professional services teams will work with you to set up a remote working solution in three days. The process includes capturing your business requirements, building and testing the solution, and training your team to ensure that your contact center performs effectively throughout the COVID-19 pandemic and beyond.
Please get in touch if you want to discuss how we can support your contact center requirements.