Responsive Customer Service in Times of Change

COVID-19 has forced brands to move at unprecedented speed to ensure quality service for their customers while caring for their employees with compassion.

To respond to the evolving circumstances of the crisis, Accenture recommends contact centres address three critical areas:

Contact centres and remote access as an adoption of new ways of working: Rapidly set up the infrastructure, management systems and processes required to support an effective remote workforce
Data, workflow and analytics to improve contant centre management: Harness data and analytics to inform an agile, responsive and relevant approach to addressing customer needs and support. Reprioritise and sequence customer support so that the most critical needs are addressed first,with non-critical contacts deflected to digital.
Virtual agents to augment and automate service: Stand up or enhance virtual agent capabilities to support COVID-19 specific requests or growing BAU volume.

DOWNLOAD INSIGHT

Related Insights

Read, watch & listen to some of the latest thought leadership from our Community.

HR Director Research Results ...

This research, conducted at our HR Director Retreat, highlights the executive focus on business performance and ensuring the right leadership capabilities are in place to drive change and success. Key findings from C...

Steering Change at Rolls-Royc...

Sarah Armstrong, Chief People Officer at Rolls-Royce, talks to Senior Editor Bridgette Hall at Criticaleye about guiding the company’s workforce through transformation, focusing on skills and capabilities and her ...

The Inspiring Leaders Podcast...

Focused on what leaders should be prioritising over the next twelve months, advice for first-time CEOs and how Chairs in high-growth businesses can better support their CEOs. Key discussion points include: Pr...