Johannesburg, 23 Nov 2022
Uncertainty is all around us. It’s safe to say that even with the best preparation and protocol, businesses still face challenging times and make tough decisions. But while some companies have taken a tough fall, we still see some – even in the hardest-hit industries – calmly and efficiently handling this crisis regarding customer relationships.
And while there are many factors influencing organisations right now, it becomes clear that those with tested, thorough and agile business continuity plans are seeing the benefits.
Companies worldwide have no plans or protocols to combat a global emergency such as the pandemic. And when it comes to customer experience, communication must still be efficient, especially during times of uncertainty and chaos. Customers can ask questions and get answers without frustration.
This not only gives peace of mind to customers in the short term, but also builds a strong customer relationship that will result in loyalty after the crisis. Today’s businesses don’t have the time to plan a slow and steady migration to the cloud anymore. The pandemic has forced us to embrace the remote landscape, whether prepared or not.
Benefits of automation
In a remote environment, automation can provide much assistance to the contact centre. With exemplary service, you can engage and connect with your contact centre employees wherever they are.
ScopServ provides software and services that improve performance from the contact centre to the enterprise. Our solutions enable our clients to consistently deliver legendary customer experiences by improving agent effectiveness, contact centre and enterprise performance.
Automation solutions don’t just keep track of the remote workforce; they can also help to offer real-time training and communication to the agent desktop anywhere, at any time.
Optimising workplace productivity
Today's automated solutions available on the cloud can help optimise remote workers’ management when supervisors aren’t available. Automation helps monitor service levels and alert agents to move to different states when call volume spikes.
You can even use automation tools to optimise schedules and control handling times during periods of high volume. Automation efforts will become even more essential as contact centres evolve from the standard in-office environment to the small world.
At ScopServ, we believe that companies can enable remote agents to be more productive as if sitting within their stations in your contact centre. The pandemic is just one example of how a single unexpected event can wreak havoc in any company’s landscape. In times of unprecedented change, organisations that rush to deploy crucial tools like workforce automation can take current challenges like these and reform operations into a sustainable, long-term competitive advantage.
Visit our website for more information on our call centre services solution; ScopServ Integrated Services has the knowledge and resources to integrate the ScopServ IP PBX solution with your internal systems. We offer this professional service at an excellent value for your investment.
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