From triage to strategy: The future of customer care post pandemic whitepaper

The COVID-19 pandemic has had devastating effects on the health of communities, the stability of the workforce, and the economic future for businesses. With ninety percent of global organizations using on-premise solutions for their call centers,1 customer experience (CX) leaders, worldwide, moved mountains to set up work-from-home capabilities for as many of their agents as possible.

While these emergency triage efforts have enabled some level of customer support, wait times increased by 27 minutes as customer satisfaction dropped by as much as 28%.2 These long response times are still leaving customers frustrated at a time when every interaction is so vitally important to a company’s financial future. Customer care organizations have entered a transition phase where it is critical to look for ways to improve service levels in the short term, while also building a strategy for what their care organization will look like post-pandemic.

In this paper we will discuss:

• Tactics to find immediate capacity while high-density contact centers are still closed
• How to transition from a “lift-and-shift” triage to a stable remote care strategy
• Strategies on building a care program that can thrive in a post-pandemic future

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