Contact Center Pipeline September 2022 September 2022 - Page 15

UPDATE YOUR THINKING ON RESILIENCY

Here ’ s a quick check list to get you started on your new and improved plan :
Policies : The policies for WFH are as important as the practices when it comes to resiliency . Proactively define “ what happens if ” for a variety of situations – like those just discussed under technical support . For example , most companies won ’ t provide local ISP support . The agent must deal with that , and they may not want to , feel incapable to do what is asked of them , or end up waiting a day or two ( or more !) for a service call . So , then what ? Are they paid during that time ? Do they have to come into the office after X hours ? If it ’ s a PC issue , how quickly can you get them a backup PC , and what do they do in the meantime ? Policies include what the agent must do , what IT or the center leadership must do , and the related HR issues , such as do you keep paying them ( and for how long ).
All Hands on Deck scenarios : If you have one of those “ all hands on deck ” strategies that tap WFH , it is not just a technology planning item . Make sure it is clear how to notify people and what they need to do to jump in and help . And then make sure they have all the ( remote ) support they need !
Communication : Speaking of notifications , an always important part of resiliency planning , it is not quite the same when you have a WFH environment . Mobile phones become a key path for communication under various technology issues . And no matter what the scenario , make sure there is active , visible communication ( not passive things like email ) to keep the team informed of what is happening right now !
Lori Bocklund is President of Strategic Contact , an independent consulting firm that helps companies optimize the value of their customer contact technology and operations . Email : lori @ strategiccontact . com
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