As companies scramble to keep their doors open in the wake of social distancing protocols, the future of call centre work is set to be virtual in order to facilitate safety while maintaining productivity. For many businesses, 2020 was an incredibly tumultuous year, with call centres being one of the most drastically affected. Many contact centres have seen an increase in call volume of around 20%1 since mid-February of last year, typifying why enterprise contact centre solutions have never been more important.
Shifting an entire workforce from an on-site facility to a remote virtual setup is no small feat, requiring reliable and robust cloud software to keep operations running smoothly from a variety of locations. From managing employee productivity to optimising customer service, it's vital your call centre software is up to scratch. Customer care is a primary concern in a socially distanced business, with customers demanding an omnichannel system2 of communication to get in touch with companies.
Managing workers' needs in this scenario takes a well-structured plan, efficient management and appropriate tools and software. Without in-house managers to oversee employee productivity, there's a risk that service levels may deteriorate. By optimising call centre management software, your centre will be better able to adapt to the changing face of the industry with a productive and focused team now and into the future.