Insight

Improving call centers in the wake of COVID-19

Self-service and automation-based capabilities can increase capacity for digital interactions.

Greg Horvath

Greg Horvath

Managing Director, CIO Advisory, KPMG US

+1 414-226-1183

 

The global spread of COVID-19 is forcing companies to redefine how they conduct business. Organizations that focus on end-to-end customer and employee experiences will be better able to adapt to market conditions and outperform their competitors. 

Important in the new reality are substitutes for face-to-face interaction, enabled by self-service offerings and scaled automation. Web portals with chatbots, contact center systems supported by augmented reality, and omni-channel IT service delivery models with integrated tools are just a few examples of ways to increase capacity for digital interactions. These can be cost effective and help alleviate pain points such as:

  • limited ability to respond quickly, including long wait times in phone queues 
  • highly manual operational support
  • poor, inconsistent or non-personalized customer and employee experiences 
  • lack of simplified means for customers and employees to consume services.

This paper can help you assess where you are and develop a path forward on the journey to meeting customers' and employees' expectations for digital experiences. 

Prior to the pandemic, IDC predicted that by 2022, 80% of revenue growth will depend on digital offerings and operations.*
Improving call centers in the wake of COVID-19
Self-service and automation-based capabilities can increase capacity for digital interactions.

 

*https://www.idc.com/getdoc.jsp?containerId=US43548818