Organizations are encountering unplanned challenges as the COVID-19 pandemic, also known as Coronavirus, continues to spread across the world. The current situation has presented a range of challenges across several industries, especially in terms of customer interactions. Here are some common challenges we have seen during crisis situations.
- Significant increase in sustained call volume and strained staffing
- Work from home challenges
- Self-service capabilities such as IVR is strained or not effective
- Don’t have AI-enabled communications such as chatbots and digital assistants
- Contact center systems are near or at capacity
- Need additional channels such as webchat and SMS for customer interaction
- Not clear about exactly why customers need to call rather than use online and mobile
We know fast and effective solutions are essential to combat your customer engagement challenges during this crisis. Our customer care experts have compiled solutions to address these challenges.
Center Strategic Consulting
Situation consulting designed to help customers quickly identify bottlenecks impacting customer satisfaction, scalability, efficiencies to address unexpected impacts to the contact center. First, we will provide a 2-hour exploratory meeting to help determine the nature of your business’s unique challenges and needs and explore solution options to best fit you. Then, if needed, we will kick off a project with one defined deliverable and provide recommendations for actionable change.
On-Demand Contact Center
Our On-Demand Contact Center solution, powered by Amazon Connect, rapidly scales to necessary capacity (agents, calls) when needed and reverts to a dormant, low-cost environment when not in use.
Remote Agent Work Space
This solution delivers a remote agent experience. It includes a complete Windows-based desktop and call center powered by Amazon Connect + Amazon Workspace (VDI).
Call Triage and Deflection
Train an AI model w/ up to 25 most common questions (FAQs) w/ 150-200 sample utterances to contain and deflect calls to busy agents. Your callers will receive real-time coaching via AI.
Legacy IVR Overlay
Front-end existing IVR with a call flow designed to address critical customer needs more efficiently. It diverts all other interactions to the legacy solution and maintains a data push/pull. This solution starts with a 2-hour exploratory meeting followed by an assessment of the scope of work for actionable change.
Call Back Application
Contact center callback application to offer callers a position in the queue and/or scheduled call back so they do not have to wait on the phone for the duration of their hold time.
If you have any questions or would like to discuss how we can support you during the COVID-19 situation, please let me know.