Watch On Demand
Duration:  45minutes

The world is at a standstill, but not every business can stop functioning or serving customers.

In times of uncertainty especially, having agents available to help customers is critical.
And so is maintaining distance from co-workers and has resulted in businesses 'over-night' having to make the switch to agents and teams working remotely.

From a customer communication perspective the key to this transition is limiting any customer disruption to a minimum whilst trying to maintain 'business as usual'.  For some businesses making this shift was a little easier as they had already begun using digital customer engagement tools.  But for many they struggled to get agents back up and running and others found themselves 'going digital' overnight. And that really isn't a bad thing.

In this 45-minute webinar, we are going to look at how businesses transitioned their agents  to working remotely,  what worked, what didn't, and what lessons were learned that can be carried forward.

You will see how:

• Digital communications really stepped up and improved customer engagement over voice calls and email
• Self-service customer conversation automation coupled with live agent back-up reduced waiting times and increased resolution rates
• A real life Covid-19 (or any digital messaging) campaign can be built and deployed and what it can deliver.