Posts Tagged ‘COVID-19’

Tremendous change continues to happen daily as COVID-19 forces all of us into a new reality. As people practice social distancing and are forced to work from home and stores along with other gathering places close, digital channels become a critical connection to the outside world for us as social creatures. Trends are already emerging […]

This week, Perficient’s Customer Engagement Solutions team launched an internal Hackathon focused on creating COVID-19 response solutions. After seeing the immense pressure the COVID-19 pandemic has placed on healthcare systems, essential retail infrastructure, and on many organizations’ customer service operations, our team wanted to work on something that would meaningfully contribute to the crisis. Hackathon […]

In the midst of COVID-19, we as individuals are faced with personal challenges, including keeping ourselves and our families safe. For businesses, and especially retailers, the challenges continue as you look to support the struggling economy and maintain sales while in-store traffic is significantly reduced. To remain agile during this time – and during any […]

When designing contact centers, some level of overhead should always be built in. It might be supporting a 120% estimated peak for incoming contacts, or the ability to rapidly add on 10–15% more representatives. But, very few organizations have built their contact centers to address the volume they see now from consumers. In this unprecedented […]

Do we have a disaster preparedness plan for this? Can we stop our customers from hoarding products? What can we do today? Due to some unfortunate circumstances, the answers to these questions are now needed for B2B businesses, especially those who depend on ecommerce for their day-to-day activities. Though we hope this COVID-19 outbreak will […]

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 […]

The world is going through an unprecedented and challenging time. As part of the global effort to support our healthcare system and limit the transfer of the COVID-19 virus, many organizations are asking employees to work from home if they can. For those organizations that don’t have a mature practice or policy on remote work, […]

Think your employees are taking this in stride? Think again. Every day, the world is glued to TV news outlets and websites watching the pandemic numbers rise. As the crisis worsens and businesses slow down and close, anxiety increases. Your workforce, your front line communicators to your clients, are nervously eyeing sinking retirements and basic […]

As the COVID-19 outbreak continues to spread, we are seeing brick-and-mortar hours change and doors closing for a period of days and weeks. The retail and restaurant industries have been hit hard in particular, and it will likely get worse. Only time will tell. Fortunately, though, consumers can still engage with their favorite brands. In […]

We understand the difficulties healthcare organizations nationwide are experiencing during the coronavirus pandemic. In order to help clients during this challenging time, we’ve partnered with Drift to develop a free assessment chatbot for COVID-19. This tool allows your organization to give specific, clear recommendations for populations at risk in the communities you serve. The assessment […]

During times of crisis, such as the current COVID-19 pandemic, how you treat your employees and your customers speak volumes about your values. The communications I have received from my financial institutions regarding the coronavirus outbreak focus on predictable messages – “we are here to help you 24/7,” “our call volumes are high, look at […]

The Centers for Disease Control and Prevention (CDC) are urging hospitals and clinics to expand their use of digital, specifically telehealth, services to help triage the sick. Furthermore, the Coronavirus (COVID-19) legislation is waiving some of the restrictions for Medicare telehealth coverage in outbreak areas. Moving forward, both of these methods have the potential to […]