8CIOReview | | NOVEMBER 2021IN MY OPINIONIn the new norms for CX and contact centers going into the year 2021, many opinions, concerns, and challenges have been shared in the CX forums. Some of the areas are as below:1. Working from home or office, being agile, and plan for future2. Digital efforts on making products and services available through omni-channels and having a single view on customers' interactions3. Management of a remote workforce and employees' wellness and mental health4. For contact centers that are very much based on utilization and requests for international and domestic travels arrangement, focus on ways to generates value-added conversation with the customers by adapting relevant offers to their customers who are staying put in the country and performing work virtually.Working from home and plan for futureAs part of many companies' Business Continuity Plan during COVID-19 waves, the operations have been moved to either fully or partly operating from home. The rush to buy or rent laptops has been observed globally and internal IT teams have been working around the clock to address issues on information security, ensuring compliance and data privacy. Discussions and debates with clients and vendors are continuously ongoing to seek agreement and alignment for operating contact centers from home. This situation has been ongoing for more than a year and now many companies are also considering moving their operations to be 100 percent working from home. In some part of the world, working from home is not a new arrangement as it has been there for years while for some, it is just the beginning of an interesting journey and discussion as many factors have By Jacque Lim, Regional Head of Service Delivery Asia Pacific, Aspire LifestylesCX AND CONTACT CENTERS 2021
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