The advent of COVID-19 has seen several changes and the work and professional field are not separate either. The gradual acceleration of remote work and digital technology during the COVID-19 pandemic has forced enterprises, and specifically, the contact center industry will continue to evolve well beyond what few experts predicted for 2020. As the crisis will subside some temporary solutions that have been utilized currently can become permanent components for excellent employee experience in the near future.
In this blog Mr. Atul Mahajan, Director TFTS (Trendsetters Facilities and Technical Services) India’s leading manpower outsourcing company talks about 4 trends that will stay post-Covid-19.
Digital Will Take the Place
Digital transformation systems, once seen as a good-to-have investment, are now a must. Customer-facing organizations rapidly woke up to the mission-critical benefits of digital systems when they had to deploy CX (Customer Experience) solutions rapidly.
Automation, AI-enabled learning, texting, and cloud-based systems are a few of the digitally-driven CX enhancements that are increasingly prevalent. From email automation to AI assistance for calls, businesses have already seen expenses decrease while contact resolution, employee productivity, and customer satisfaction enhanced. Dependence on human workers is being rebalanced with a blend of people and technology.
It is also a nice opportunity to identify the channels your employees and customers want. Continue to assist digital interactions such as messaging or live chat to reach customers where they are while giving employees a simple way to communicate remotely.
Security Acclimatize to Remote Life
Employees, technology, and all the things required to make a brick-and-mortar center run had to be shifted during the pandemic. The influx of technology modifying places opened a big gap in security concerns that required addressing. As remote work becomes quite common, with security one will need to focus on multiple things like ensuring that employees are not able to store or write onto their hard drives; hardware like USB media is restricted to avoid malicious malware; real-time malware analysis for data theft prevention and forensics is used and multi-factor authentication is utilized to track who has access to cloud systems.
Distributed Workforces Will Win
Establishments have learned rapidly that diverse and distributed workforce choices enable strong business continuity. The ability to set up work-from-home staff, make temporary centers in unconventional locations, or shift operations to separate geographies have become viable choices and broken barriers to entry.
The past distribution model will be created into a hybrid of remote and brick-and-mortar work. De-centralized physical places lets for maximum diversification in skills, resources, and locations. The flexibility of being capable to deploy workers from anywhere makes a workforce that can be utilized to suit multiple volumes and support requirements, depending on the circumstances.
Disaster Proofing Levels Enhancement
Natural disasters or human factors will always be the reason for unexpected volumes of support. The flexibility of service abilities brought on by remote work enabled organizations to more readily deploy emergency workers in times of distress.
When future consumer demand surges unexpectedly, businesses that can move up and scale support capacity rapidly will be invaluable. This will mean investing in design and infrastructure and digitally driven training to have every piece in place in case the immediate requirement for scale arises.