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5 Lessons Learned Managing Remote Customer Service Teams During Covid-19
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About the talk
In the age of Covid-19, remote contact centers are the new normal. Organizations have shifted and reimagined their contact center operations, sometimes nearly overnight. But what worked in the physical contact center does not always work for remote agents. Join us for 5 lessons learned gleaned from working with dozens of customers since the onset of the pandemic and what they are doing differently to support remote customer service teams
00:00 Intro
00:30 Bryan Thomas
01:52 Ecommerce Accelerates
03:40 Customers Services
04:46 Call Volume Spikes
05:40 Average Handle Time Surges
06:25 5 Lessons
06:50 AXvsCX
08:36 About Jane
10:00 Agent Experience
10:43 Lesson 1
12:10 Lesson 2
13:09 Lesson 3
14:13 Lesson 4
14:58 Lesson 5
16:10 Conclusion
16:47 Building Blocks
18:47 Q&A
About speaker
A Builder ~ A Creator ~ An Orchestrator … with a Passion for Digital Marketing Senior marketing executive with 20 years of experience designing programs and building organizations that deliver strong ROI and measurable results. Proven success in strategy and execution of global initiatives for both large companies and startups. Leads the team with marketing responsibility for 100K customers and 42% ($1.1B) of the company’s total revenue, including the $500M license renewal business. Restructured and repositioned the $600M Citrix Services division as a brand that ensures post-sale customer success.
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Let's transition over now to Brian, you know, clearly we're living in extraordinary times. He's here to help us think through how to manage our remote teams through this stage of the pandemic, using some CX Wizardry. So welcome Brian. So delighted you can be here with us today. And thanks for the invitation Tim. And you are super excited to to be here as as well, and I'm coming to get it to you directly south small. I'm all the way down here and in Miami Florida, so, I know there's a lot of covid experience, you know, in between, in between those, those two endpoints, and you're just to be
clear, really excited to share. Some of the Lessons Learned is not from us directly managing the World customer service teams, really working with, you know, hundreds of our customers and Prospects you do with regard to how they are managing managing all of this. So, let me go ahead and get started thinking about kind of covid. And in the high-level here is Yael Cohen. Has created a tremendous amount of uncertainty in the, in the market right in the way. I think about it is especially from a contact center point of view, is the volume of
questions has increased substantially because of this uncertainty in, you know, that's that's no exception, you know. When I woke up kind of looking at the at the news today here in the United States, you know, the new daily coronavirus has hit their highest point you do in in 17 States. Okay. So this uncertainty is still here with us and you know, it's it's continuing on. So yeah, I think we all just need to kind of admit that this is the new normal for your customer service team for the foreseeable future. And he'll at the same time. I think there's a great silver lining for for all of
this. And I'm really excited to share some of our insights, you know that we've gained from working with prospects and customers, you know, really stinks the fee on set of of covid-19 and and get started in kind of set the context a little bit for the for the conversation. So, This is a classic hockey. Stick her right in there and they're really hard to achieve, but I think this has been a breakthrough moment for
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