Contact Center Pipeline September 2022 September 2022 - Page 36

TESTING

ILLUSTRATION PROVIDED BY FAND ADOBE STOCK
36 CONTACT CENTER PIPELINE

THREE WAYS TO ASSURE BUSINESS CONTINUITY SELF-SERVICE , AUTOMATION , AND TESTING KEY : AND CRITICAL .

The name of the game for today ’ s modern enterprise : resiliency . Today , almost every type and size of business across all industries must navigate global supply chain disruptions , economic turbulence , and record-setting employee resignations – all happening against the backdrop of the lingering global COVID-19 pandemic .

That is why business continuity is so critical for businesses to stay afloat , let alone competitive . Businesses must become more agile and adaptable across the organization , and the contact center is no exception .
One key example of agility we ’ ve seen over the past couple of years is the shift to remote work . To no surprise – most employees want to keep working from home ( WFH ), at least part of the time .
Contact center agents are no exception to this trend . However , their desire to continue to WFH has put their employers in a tight position .
BY JAMES ISAACS , CYARA
Business leaders don ’ t want to force agents back into the office and risk losing them since they have an immense impact on customer satisfaction , loyalty , and revenue .
Before the pandemic , agents traditionally worked in extremely controlled environments with high-end telemetry technology .
So , now organizations must figure out how to manage technical issues from afar : while also offering the kind of consistency across network environments needed to ensure business continuity and a high level of positive customer experiences ( CXs ).
Soon , the holiday season will be upon us , and organizations all across the board are still struggling with supply chain disruptions . Consumers are going to start flooding the phone lines demanding to know where their packages are at or why their parents in Wisconsin didn ’ t get their gifts on time .
This is an especially critical moment when brands must resolve issues swiftly and effectively or else get pummeled on social media and lose a large portion of their business forever .
Having your all-important contact center run by people out of various locations makes an already difficult situation even much harder to manage .
A LOSS OF VISIBILITY AND CONTROL
A presiding concern for many at-home agents and their employers is reduced voice quality and connectivity issues .
That ’ s because many of them are working on personal laptops with headphones and limited Wi-Fi .
So , you ’ ve got customers dialing in already frustrated , and the frustration only grows because now they ’ re dealing with dropped calls and echoes and static and all kinds of other call quality issues .