Pekka Porkka (Head of Development) and Markku Helin (Chief Product Owner) for Sinch Contact Center explain, how the new bar for contact centers is frictionless customer engagement ─providing interactions across channels that are easy, data-driven, and seamless.
Contact centers are busier than ever today, due in part to the recent digital transformation trend, and exacerbated by the Covid-19 pandemic which has forced many organizations to move their business entirely online. This has resulted in long on-hold wait times, unhappy customers, and frustrated contact center employees. So what's a company to do? One quick win is to implement a modern Cloud-based contact center like Sinch Contact Center. Read on to learn more.
Along with much of modern life, the contact centre is forever changed by the Covid-19 pandemic. Workers in affected regions simply are no longer able to travel to and sit closely together in traditional contact centres which has led to an increase in contact centre agents working remotely.
While COVID-19 continues to rage across the globe one of the keys to economic recovery will almost certainly involve an increased reliance on the contact center industry. Many of the face-to-face business activities that used to be conducted in person will, at least for the foreseeable future, need to be conducted virtually.
Due to COVID-19 many contact center agents may find themselves working from home for the first time -- which presents a unique set of challenges. In particular, contact center agents are challenged with how to be as productive as possible in less than ideal circumstances. This is where tools like Sinch Contact Center -- together with chat bot integration -- can help improve productivity.