Customer service has come a long way. It used to be that if a customer needed help, they had to either make a phone call, or come into your physical building. Customers are leery of coming into contact with anybody if they don’t have to.
There is no doubt that the COVID-19 virus is a crisis in which the world has not seen before. In addition to the difficulty world leaders, heath care professional and first responders are facing, there are also immense difficulties in properly servicing customers and enabling service teams.
I think it’s safe to say that we are living in an unprecedented time right now and among all the many facets of concerns it brings, business continuity is top of mind for most businesses at the moment. Since there was little-to-no notice of workers having to work remotely, businesses are quickly trying to adopt technology that allows employees to not only work from home but stay engaged within the organization.
With the rise of technology companies, the adoption of working from home or remote workers has increased. Employers are offering their employees the option to work from home on a part-time or full-time basis to combat the heavy competition in the job market – especially here in the Bay Area.
As more companies move their contact centers to the cloud, they find that the technology greatly simplifies setting up at-home agents; all that's required to start taking calls is a computer, a headset, and an Internet connection. This is leading to an explosion in work-at-home agents.
When it comes to staffing with remote agents, your contact center infrastructure can be enabling--or limiting. Cloud solutions are the obvious choice for contact centers that want to leverage the best talent, no matter where it's to be found.
Are you working on initiatives to make sure that you’re accessible and easy to do business with? Jake Butterbaugh says if you meet these three needs, you’ll be well on your way to delivering great customer service.
Five9 is proud to share that auto auction industry pioneer, KAR Global, deployed Five9 and ServiceNow to drive a unified, simplified, and seamless customer and employee experience globally across its more than 200 operating location.
