Navigating what’s next
Demand for online customer service has surged since the outbreak of COVID-19. Many contact center agents are managing service queries from home—without proper technology to support responses. For organizations under budget pressure from reduced revenue or increased costs, simply updating contact center technology infrastructure is not an option.
What can be a path forward? KPMG recommends that companies assess whether they are using available technology in the most advantageous way. Revisiting the processes and operating models interwoven with technology—and orienting the enterprise’s front middle and back offices to the customer—can help deliver the outcomes customers expect.
Navigating what’s next is an article series that highlights the fundamental changes service organizations need to make to drive customer satisfaction while managing operating costs in 2020.