An effective cloud-based contact solution allows businesses to properly schedule and staff agents, maintain meaningful interaction with customers, manage call handle times during spikes in volume and increase first-call resolution.
As the national response to COVID-19 continues to limit in-person interactions, organizations must adapt to service customers on alternative channels. Critical to this mission is customer experience (CX) resiliency with business continuity plans that connect customers with your home-based agents in a virtual contact center environment. In the current climate of social distancing, organizations may not be able to conduct operations face-to-face. But retaining a human touch and responding to customers who may have a heightened sense of urgency remain critical to your CX experience, and the overall reputation of your business.