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Five Steps to Prepare the Post Pandemic Contact Center

Paul Korzeniowski's picture
B2B Content producer Self-employed

Paul is a seasoned (basically old) freelance B2B content producer. Through the years, he has written more than 10,000 items (blogs, news stories, white papers, case studies, press releases and...

  • Member since 2011
  • 1,440 items added with 490,092 views
  • May 24, 2021

Utilities rapidly adapted to new contact center policies once the pandemic hit. Many moved agents from company offices to their homes. With the Covid virus waning, energy companies now need to get ready for the New Normal and DMG Consulting offered a few tips to help with the process.

First, assess what worked well and what your pain points were with the Covid mandated arrangements by interviewing your agents, supervisors, and executives.

Update your contact center staffing plan. This process involves making important decisions, such as determining the percentage of employees you will allow or require to work from home.

Provide Employees with Support

Decide how you will handle future hiring and onboarding. In essence, you need to formalize or adjust the processes you followed during the pandemic.

Review and update your training programs. Make sure that they are effective for both at-home and on-site employees. In some cases, companies will need a new approach to train full time, at-home employees

Evaluate your existing self-service solutions and determine if they can be extended. Because of recent technical advances, corporations can automate more functions today than ever before, but making such changes can be disruptive.

The pandemic created a tremendous upheaval in how contact centers function. Utilities are now starting to prepare for a New Normal. Following sound and coherent business processes can help smooth out the many potential rough spots evident in the past year.

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