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.




Related Insights

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

Click here to download this insight
Elevating Human Potential: Th...

The rapid advancement of AI has sparked concerns about its impact on job security. While these concerns merit thoughtful consideration, this report by Criticaleye Partner Workday focuses on how AI can empower people, ra...

Inspiring Leaders Podcast: Le...

In this episode, we hear from Sean Latus, Group CEO at Calisen, as he reflects on his transition from CFO to CEO and the realities of leading a complex organisation in today’s business climate.  Hosted by...

Click here to download this insight
Europe's AI Reckoning: Reinve...

Europe’s productivity challenge is growing and the clear root cause is underinvestment in technology. In this report, Criticaleye Partner Accenture explores the potential of artificial intelligence (AI) to bo...


1 2 3 4 5 6 7 8 9 10
Displaying 1 to 3 of 483




Redwood Bank Worldpay Accenture FTSE Women Leaders Review Drax Group plc Legal & General IBM Consulting Royal London Group London Stock Exchange Group Aldermore Group Experian Salesforce Rolls-Royce Palo Alto Networks NatWest Group British Land AlixPartners Google Concentrix LDC Eightfold AI Hitachi Solutions Workday GlaxoSmithKline plc E.ON UK Lightsource bp NATS Amazon UK