As of late, many of the people I talk to truly feel as though they are only living in the right now—meaning that the past is behind them, and the future for the time being is parked on-hold with no clear path forward. And with good reason. The world as we know it has shifted quickly and abruptly to a new work environment that is new and scary for many people.
It's no surprise that the topic on everyone’s minds over the past week has been the fate and future of modern business. After all, with so many people now being asked to work from home, the office environment as the world knows it is rapidly changing in real time—taking on a whole new meaning, and a whole new set of challenges.
It goes without saying that the topic of COVID-19 is everywhere—and for good reason. As we see more and more cases appearing around the world, the need to mitigate risk for those within the population who are most affected is paramount to ensure the safety of not only our loved ones, but also of the general public.
Businesses cannot afford to stand still if they want to maintain their competitive advantage. Today’s success stories can suddenly become tomorrow’s has-beens if they fail to evolve. That’s why the cloud is so compelling – it provides companies with an ideal platform for change, not just at the operational level but also when it comes to strategy and decision-making.
A high-quality customer experience has always been important for contact centers, but today it is one of your company’s greatest differentiators.
People interact with contact centers through a growing range of channels – phone, email, chatbots, and social media, to name a few – and expect the same standard of service across all these platforms. They also have less patience than ever. According to research from Hubspot, 90% of people say it’s important that they receive an “immediate” response when reaching out to customer service.