The Pandemic Is No Longer an Excuse for Poor Customer Service

摘要

"Due to COVID, it will take longer to answer your call... you are in a queue and we will try..." In recent months customers have become rightly frustrated with this response when trying to resolve a service problem or simply ask a question. Relying on a traditional phone system and customer goodwill is no longer enough to guarantee business continuity in the imminent second wave of the pandemic, argues Marcel Reuvers, Chief Executive Officer, ContactCenter4ALL Customer service organisations need to prioritise business continuity plans to ensure their customer service efforts remain unaffected by any future disruption. That means investing in digital contact centre technology to emerge from the disruption with both customers and employee satisfaction intact.