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Insights: Whitepaper
Covid-19: accelerating the future of customer service
by Euan Matthews

Many of our clients tell us that Covid-19 is placing their call centers under more pressure than ever before. Inbound calls are up, capacity is down, and their customers are experiencing increasing levels of financial stress.

The result? Covid-19 has forced systemic changes that would normally have taken years in the planning to be made in just a few weeks.

This whitepaper examines the interplay between 4 key Covid-19 call center metrics. Measure them now, and learn how ready you are for increasing your levels of customer self-service.

Content

  • • Introduction
  • • A perfect storm for call centres
  • • Accelerating the drive to self-service
  • • Temporary acceptance, permanent frustration
  • • How the future might look
  • • Conclusion

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Solutions in your sector

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COVID-19 use cases, including managing in-home appointments, emergency communications and home working

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Federal Government

Transforming the citizen experience across high impact federal service providers

Utilities

Reducing churn with better customer engagement across sales, onboarding, retention and regulatory compliance

Insurance

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Logistics

Ensuring right-first-time delivery and installation of complex and large item deliveries

Retail/Major Appliances

Improving customer engagement to ensure right-first-time delivery and repair through proactive conversation

Automotive

Managing and improving customer conversations across complex networks of manufacturers, dealers and customers

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