{"id":4617,"date":"2020-09-12T17:25:29","date_gmt":"2020-09-12T17:25:29","guid":{"rendered":"https:\/\/caperio.ai\/?p=4617"},"modified":"2020-10-08T15:46:23","modified_gmt":"2020-10-08T15:46:23","slug":"contact-centers-reacted-to-covid-19-quite-well-its-now-time-to-institutionalize-the-best-practices","status":"publish","type":"post","link":"https:\/\/caperio.ai\/?p=4617","title":{"rendered":"Contact Centers Reacted To COVID-19 Quite Well \u2014 It\u2019s Now Time To Institutionalize The Best Practices"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-post\" data-elementor-id=\"4617\" class=\"elementor elementor-4617\" data-elementor-settings=\"[]\">\n\t\t\t\t\t\t<div class=\"elementor-inner\">\n\t\t\t\t\t\t\t<div class=\"elementor-section-wrap\">\n\t\t\t\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-6b903736 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"6b903736\" data-element_type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t\t\t<div class=\"elementor-row\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-31e7b7be\" data-id=\"31e7b7be\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-column-wrap elementor-element-populated\">\n\t\t\t\t\t\t\t<div class=\"elementor-widget-wrap\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-1e952c0b elementor-widget elementor-widget-text-editor\" data-id=\"1e952c0b\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<div class=\"elementor-text-editor elementor-clearfix\">\n<p>Original article by Vasupradha Srinivasan: https:\/\/go.forrester.com\/blogs\/contact-centers-reacted-to-covid-19-quite-well-its-now-time-to-respond-with-the-same-rigor\/<\/p>\n\n<h1>Contact Centers Reacted To COVID-19 Quite Well \u2014 It\u2019s Now Time To Institutionalize The Best Practices<\/h1>\n\n<p>I have had the opportunity to get up close and personal in managing crises at contact centers. In my view, most contact centers dealt with COVID-19 challenges with an amazing tenacity and resourcefulness in solving for people, technology, and business continuity. They also reacted with a lot of agility in supporting client requirements despite lockdowns and shelter-in-place protocols. A lot of what has been done so far has been reactionary, however, and akin to short-term impact management.<\/p>\n\n<p>As the crisis extends, contact centers realize that their solutions for work-at-home agents, talent and performance management, and information security need revisions. They also realize that COVID-19 has made the current operational blueprints ineffective. As a result, they need to comprehensively streamline their operational thinking and solution design.<\/p>\n\n<h2><strong>It Is Now Time For Contact Centers To Respond To The Crisis<\/strong><\/h2>\n\n<p>Now is the time for contact centers to build brand-new operational blueprints. For this, they must borrow best practices from current crisis responses and bring renewed attention to how they solve for their core assets: people, process, and technology. It is important to also understand that some of this disruption has created lasting impacts and will need long-term strategies to return to business as usual.<\/p>\n\n<p><strong>The new operational blueprint should address strategic changes for the long term . . .<\/strong><\/p>\n\n<p>. . . but should also include tactical quick wins for the contact center. Some questions and challenges to consider when creating this new blueprint are:<\/p>\n\n<ol>\n<li>How do you tailor recruitment, onboarding, training, and ongoing talent management for a hybrid workforce? Skill and career development and embedding an organizational culture pose unique challenges of their own.<\/li>\n<li>How do you strengthen performance management? Where does technology help, and how do we reinforce it with process-based rigor? Maintaining productivity, factoring in flexibility when forecasting, and scheduling are the obvious struggles. Managing employee motivation, establishing a supportive structure that goes beyond traditional floor support, and putting together protocols for stress management will reveal themselves as challenges in the long term.<\/li>\n<li>Information security and compliance do not have the luxury of a controlled workplace anymore. Strategies to ensure consistent levels of compliance and security across hybrid workplaces need differentiated thinking.<\/li>\n<\/ol>\n\n<p>Caperio AI performance platform is an excellent way for contact centers to strengthen performance management in their hybrid contact center ensuring that both remote and on-premise agents perform exceptionally.<\/p>\n<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"Original article by Vasupradha Srinivasan: https:\/\/go.forrester.com\/blogs\/contact-centers-reacted-to-covid-19-quite-well-its-now-time-to-respond-with-the-same-rigor\/ Contact Centers Reacted To COVID-19 Quite Well \u2014 It\u2019s Now Time To Institutionalize The Best Practices I have had the opportunity to get up close and personal in managing crises at contact centers. In my view, most contact centers dealt with COVID-19 challenges with an amazing tenacity and resourcefulness&#8230;","protected":false},"author":2,"featured_media":4618,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":[],"categories":[55],"tags":[],"jetpack_featured_media_url":"https:\/\/caperio.ai\/wp-content\/uploads\/2020\/09\/two-women-customer-service-T5WQRN6-scaled.jpg","amp_validity":null,"amp_enabled":true,"_links":{"self":[{"href":"https:\/\/caperio.ai\/index.php?rest_route=\/wp\/v2\/posts\/4617"}],"collection":[{"href":"https:\/\/caperio.ai\/index.php?rest_route=\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/caperio.ai\/index.php?rest_route=\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/caperio.ai\/index.php?rest_route=\/wp\/v2\/users\/2"}],"replies":[{"embeddable":true,"href":"https:\/\/caperio.ai\/index.php?rest_route=%2Fwp%2Fv2%2Fcomments&post=4617"}],"version-history":[{"count":3,"href":"https:\/\/caperio.ai\/index.php?rest_route=\/wp\/v2\/posts\/4617\/revisions"}],"predecessor-version":[{"id":5263,"href":"https:\/\/caperio.ai\/index.php?rest_route=\/wp\/v2\/posts\/4617\/revisions\/5263"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/caperio.ai\/index.php?rest_route=\/wp\/v2\/media\/4618"}],"wp:attachment":[{"href":"https:\/\/caperio.ai\/index.php?rest_route=%2Fwp%2Fv2%2Fmedia&parent=4617"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/caperio.ai\/index.php?rest_route=%2Fwp%2Fv2%2Fcategories&post=4617"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/caperio.ai\/index.php?rest_route=%2Fwp%2Fv2%2Ftags&post=4617"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}