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Now that 2021 is upon us and there is a faintly visible conclusion to the pandemic, the question remains – will public sector contact centers revert to the models they had relied on prior to COVID-19? The answer is unequivocally NO. Regardless of how the adoption of new flexible models in the contact center arrived (and yes, the speed with which it was done amid the pandemic was a painful way to do it) the reality is, it’s done. Contact center leaders have made the pivot.

As customer service becomes increasing digital, contact centers must handle a larger variety of channels than ever before. A recent study by the Society for Workforce Planning Professionals (SWPP) found that more than 62% of agents now handle phone calls as well as other channels like email and web chat. On average, the study found, contact centers now handle phone calls plus four additional channels.

Do you ever feel like you’re running a cost center rather than a contact center? Without performance management you may be experiencing high attrition rates and training costs, or low productivity and engagement rates, which can make the contact center feel like a necessary evil – rather than the true value-added function it is.

Banks and their employees are under enormous strain during these extraordinary times. Robotic automation solutions can help them to improve operational efficiencies, improve the employee experience and enhance customer service as they navigate the pandemic landscape.

Contact centers are often said to be on the front lines of delivering satisfying customer experiences. They fight a well-planned battle every day to provide low queue times, high first contact resolution rates, accurate responses, and engaging interactions guided by high quality agents. What should your contact center do in order to be prepared for anything? Focusing on four key areas will have you well on the way to adapting and thriving in the face of disruptions both large and small.

Do you ever feel like your competitors have outdistanced you when it comes to using innovative technology to create exceptional customer experiences? Are there signs that your customers are lukewarm about your organization's customer support options? Maybe your agents complain about the outdated technology they use every day while assisting customers? If you answered "yes" to any of these questions, it might be time to implement some advanced call center technologies.

Imagine a world where all the sales guidance your employees need is custom selected and presented at the best possible moment during a live customer interaction…