Don't take the short term fix - Coronavirus needs a long term answer

There is far more to ensuring Business Continuity than just deploying the network infrastructure. Organisations must factor in how to maintain levels of (good) Employee Experience in order to continue to deliver exceptional Customer Experience - especially at these rather stressful and strange times we find ourselves in - my advice is - dont take the short term easy fix, as Coronavirus needs a long term answer.

Home Working can be daunting to those who have never worked this way; the isolation and the feeling 'if you are doing / saying the right thing' to customers, no work buddy or team leader to turn to, not to mention working in an environment that holds distractions - children perhaps, that have been kept from school due to Covid-19.

A long, LONG time ago when I was 25, I had proven myself as a credible and knowledgeable, UC and CC rookie - someone with potential to excel at my career. I wanted to move up the ladder, and so approached a very well known & successful Avaya UK Partner. I was awarded the job and accepted. Then the 'working-from-home' fear set in. I was a four hour drive from the head-office and this was a 100% 'WFH' role. I bailed at the last min, letting my new employer down, and myself, but I just dreaded the thought of flying solo - what if I said the wrong thing to a potential customer?

That was a long time ago - two decades have passed, and a LOT of innovation has been brought to our advantage.

So, as part of your Contact Centre Contingency - moving agents from core to home - consider the tools they will need - now more than ever - to get the job done. The job they want to do and the job your customers expect. Take these away and your Attrition will increase - can you afford to be recruiting right now in the midst of this?

1. If part of your service is to give up-to-date, factual advice - boost agents confidence and peace of mind with desktop RPA that will guide the agent and provide them with accurate & consistent information;
2. Speed up Average Handling time - consolidate multiple screens, and automate processes using a desktop RPA. Agents might now be working from their kitchen tables - with pets and kids at foot, the quality of the call and speed of handing time is paramount.
3. Translate post call wrap-up notes - eradicating another task for your agent allowing them to swiftly move on.

The above steps are a few ways organisations can maintain exceptional Experience - for both employees and for your customers while also keeping an eye on the good old fashioned Contact Centre metrics.

Unfortunately, we are in a marathon and not a sprint here. Dont short change your agents - skill them up and reap the long term rewards of true Business Continuity, which WILL result in loyal customers and loyal employees, with operational costs kept lean.

As always, get in touch to find out more....be safe, keep well.

For further info on our desktop automation go to: www.nice.com/rpa

Kath SP