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UC Roundup: Zoom Phishing Scam, Broadvoice Data Leak

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UC Roundup

… security tools, policies and procedures, fortifying our systems and enhancing our employee training,” she said.

Preventing Contact Center Failure

It’s an especially challenging time for contact centers amid the COVID-19 pandemic.

Online orders are increasing and shipping delays plague consumers everywhere. Contact center agents deal with demanding customers. They also must be knowledgeable about products and services, and adhere to changing compliance regulations.

Companies also monitor and time the length of agents’ calls.

We recently compiled a list of 20 top CCaaS providers offering products and services via channel partners.

In turn, agents are overworked, resulting in dissatisfaction, disengagement and poor performance.

A business can have the best product or service in the world, but customers will leave if the customer support is poor. Luckily, before every failing relationship there are red flags. Those include poor call quality and declines in productivity. In order to detect possible concerns that the contact center is failing, businesses must watch for the signs.

TetraVX's Kara Korte

TetraVX’s Kara Korte

To find out more about contact center failure, we spoke with Kara Korte, director of product management at TetraVX.

Channel Partners: Has the likelihood for contact center failure increased during the COVID-19 pandemic? If so, why?

Kara Korte: With the shift to remote work during the COVID-19 pandemic, companies that were not prepared with cloud-based contact center platforms or those who had contact center agents who were not set up to work from home may have suffered from lost productivity or a less satisfactory client service level. But while there was a huge susceptibility for companies to fail, those that were positioned correctly and had the right technology in place had a massive opportunity to stand out and deliver an undisrupted customer experience.

CP: What damage can result from contact center fatigue?

KK: For those industries hit the hardest, like travel and hospitality, the ability to handle the massive increase in customer requests may have gained or lost customers indefinitely.

CP: Are there other red flags besides poor call quality and decline in productivity?

KK: When it comes to stressful situations like the one COVID-19 put us all in, the ability to get service quickly and efficiently can improve the perception a consumer has of a brand indefinitely. Every flight canceled was a hit to not only the airline, but also the person who missed out on the trip of their dreams or time with family. Providing exceptional customer service and supporting customer change requests, cancelations and questions, is one less stress, and can make or break the consumer’s decision to fly with that airline again. This mindset applies to all industries.

CP: What should you do to remedy contact center failure?

KK: First and foremost, identify why the failure happened. What tech? Process? A poorly trained team? Once you understand the source of the failure, you can take the proper steps to prevent it from happening again.

CP: How can you prevent the onset of contact center failure?

KK: Evaluate your contact center tech stack and validate that it provides you the communication channels, flexibility and reliability your company needs. Then make sure your team is properly trained on your systems and processes so that they can respond quickly if a crisis strikes. Additionally, always have a business continuity plan. For organizations without an existing plan, starting by what they did to address COVID-19 is a great start. The next step would be adding what they anticipate being able (or wanting) to do as COVID-19 dynamics change. From there, they can evolve the plan as they are able.

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