“Due to the pandemic, what are the main challenges facing Companies in the Sector and how were they overcome?”
Companies with contact centers were forced to send all or most of their teams home in a very short space of time. A challenge like few this sector has faced, but one that went incredibly well. Cloud solutions facilitated this transition, which does not mean that a great deal of commitment from the supplier teams, integrators and IT teams was not required throughout this process, without which this would not have been possible.
The processes ended up being adapted to this new reality, with many organizations having to review a very significant part of their work processes.
The weight of the different channels had very significant changes, with the drop in face-to-face channels and the reinforcement of all the others.
The main challenges turned out to be related to people management. Supervision and management habits have not always been able to be successful with social distancing. There are, however, success stories that were achieved when managers understood that they needed to create new forms of communication and interaction with the team.
Many services that largely replaced face-to-face service saw their work increase exponentially, which ended up harming the services' ability to respond.
I reinforce that, however, globally, we are to be congratulated for what was achieved in such a short time.
“What is the impact of the many changes introduced on the post-Covid future of our Industry?”
The reinforcement of contact centers in relation to face-to-face service will continue. Teleworking will definitely enter the management of the future. In some cases, 100%, in others 0%, but in the overwhelming majority in hybrid models that will tend to be consensual between Company / Provider / Employee. This is here to stay.
Knowledge management, quality management and elearning tools will gain importance.
Translated by Google translate from Portuguese
In APCC Benchmark 2020
Companies with contact centers were forced to send all or most of their teams home in a very short space of time. A challenge like few this sector has faced, but one that went incredibly well. Cloud solutions facilitated this transition, which does not mean that a great deal of commitment from the supplier teams, integrators and IT teams was not required throughout this process, without which this would not have been possible.
The processes ended up being adapted to this new reality, with many organizations having to review a very significant part of their work processes.
The weight of the different channels had very significant changes, with the drop in face-to-face channels and the reinforcement of all the others.
The main challenges turned out to be related to people management. Supervision and management habits have not always been able to be successful with social distancing. There are, however, success stories that were achieved when managers understood that they needed to create new forms of communication and interaction with the team.
Many services that largely replaced face-to-face service saw their work increase exponentially, which ended up harming the services' ability to respond.
I reinforce that, however, globally, we are to be congratulated for what was achieved in such a short time.
“What is the impact of the many changes introduced on the post-Covid future of our Industry?”
The reinforcement of contact centers in relation to face-to-face service will continue. Teleworking will definitely enter the management of the future. In some cases, 100%, in others 0%, but in the overwhelming majority in hybrid models that will tend to be consensual between Company / Provider / Employee. This is here to stay.
Knowledge management, quality management and elearning tools will gain importance.
Translated by Google translate from Portuguese
In APCC Benchmark 2020
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