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How Businesses Reshaped Their Operations For Customer Service During COVID-19

7 months ago

How Businesses Reshaped Their Operations For Customer Service During COVID-19

By Blayne Shell, ResultsCX Chief Revenue Officer

As organizations throughout the world continue to reshape their business operations under the “new normal” lights of the pandemic economy, many have taken a close look inward to identify areas where they can become more streamlined and efficient, as well as pay closer attention to how they can cater to their most critical asset – human capital.

Sure, it’s important to find ways to recover lost revenue as quickly as possible, and this most likely was driven by the need to reshape and rebuild a company culture that may have worked pre-pandemic. However, while businesses have the tools and technologies available to work remotely, many companies have found this to be an entirely different journey when their entire workforce found itself working from home.


Call Centers Among Hardest Impacted

Among the hardest hit were companies that rely upon call centers, whose number-one job is to be a direct point of contact with its customers handling everything from new sales to resolving customer satisfaction inquiries on previous sales and experiences.

Many business leaders today are reflecting on how agile teams built with speed and precision were in many cases able to make important decisions faster and better. The lesson learned in many cases is that an organization that delegates decision-making to a constantly fluid network of teams is extremely effective. This means decisions can be made faster, with more positive outcomes for customers by leveraging real-time data and advanced technologies that are based on Artificial Intelligence (AI) architectures.

These steps are not only helping to navigate the unprecedented waters of today, they are paving the way for leadership positions tomorrow.

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