Customer
Contact
Insights

Contact centres who have moved quickly to wholly distribute their workforce are still faced with massive operational challenges including erratic levels of demand, huge changes to channel usage and how to engage, motivate and support staff without a physical connection. But there are also key and often pressing regulatory and compliance questions to be understood and addressed.

The business landscape in the UK is changing on a daily basis, as a result of the Covid 19 virus. Despite non-essential shops being closed and new restrictions on movement across the UK, there is still an inevitable demand for customer service.

Interview with Dr Lisa Ackerley, Chartered Environmental Health Practitioner.

If a problem is found with one of your most popular products or services, meaning you have to contact all your customers to offer a solution or replacement. How would your service team, or your outsource customer service partner, cope?

According to thorough research, a combination of climate change and manmade modifications to the landscape mean that floods are increasingly likely to affect the UK in the future. As employers and employees, we therefore need to consider how our businesses will react to both ‘natural’ and ‘human driven’ disasters when they occur.

The dynamics around the introduction of automation technologies and planning for the future mean traditional commercial models must be challenged by Contact Centres and clients, to achieve best results.