A contact centre during COVID - this is how it's done
2020 turned into the year of COVID, also in the customer contact centre. Working from home became the norm, but to what extent was or is that possible in your organisation? Do contact centre employees even have a place at home where they can do their job? Perhaps with a partner working at home and/or children that are being home-schooled.
The fact is that with the arrival of the corona virus, a period of change, unrest and insecurity has begun for many employees. In many cases, the positive employee experience has been disrupted, partly because teams no longer physically sit together. And this has a direct impact on the customer journey and experience. But how do you, as a contact centre manager, ensure commitment among your employees in times of increased pressure and unrest?
Of course it’s important to create the most efficient working environment possible, so the employee has everything he needs to provide the customer with the best possible service. Whether it concerns omnichannel customer contact, a well-functioning knowledge management system, or the optimal design of the workspace, both in the contact centre and at home.
But do make sure that you also support your employees through people management and training. Offer them a listening ear. Treat them with understanding and empathy. That is what ultimately creates a sense of commitment within the team and allows everyone to become the best version of themselves. After all, they are more than just members of the customer contact team.
They are people.
Since the outbreak of the pandemic, 75% of workers say they feel more socially isolated and 53% say they feel more emotionally drained .
87% of employees expect their employer to support them in reconciling work and private life.
Taking care of your customers - especially in times of crisis - starts with thinking about your employees.
About DDM
At DDM Consulting, we understand that a 'one size fits all' approach is unthinkable when it comes to choosing a customer contact platform. After all, every organisation is unique! That's why we offer you a wide range of renowned contact centre solutions, and provide advice based on over 20 years of experience in customer contact.
Evolution, not revolution
Together with you, we’ll evaluate your current contact centre processes and your requirements for the new platform. We’ll advise and assist you in developing more efficient workflows, driven and supported by AI wherever possible. Based on your priorities, we’ll create a dynamic roadmap that makes the transition to a new, improved contact centre manageable.
Proactively embracing cutting-edge technology
This roadmap remains central to the project, even after the new platform is up and running. It evolves with changes within your organisation and developments in contact centre technology. Our experts assess every new release to determine its value to you as a customer. They take the initiative, ensuring you always have the relevant knowledge at your fingertips.
Creative solutions for better customer contact
And if you're looking for specific functionalities that aren't (yet) available on the chosen platform, there is plenty of scope for in-house development of add-ons tailored to your needs. Our team possesses the business and technical expertise to achieve the maximum potential, even if you've opted for an out-of-the-box solution.
DDM Consulting provides the proactive and creative approach to your CX evolution!
