The COVID-19 pandemic has brought a set of unprecedented obstacles for organizations around the world. It has forced companies to rethink their approach to customer experience in order to respond to this time of crisis.
The most proactive organizations have been re-organizing the way they work, leveraging on a “work from home” policy, and relying on the gig economy to provide great customer service in multiple languages.
But what valuable lessons can we take from these examples? How can we adapt current operational models to a time of crisis? And how can we build long-term resilience and flexibility in customer operations?
In this highly interactive live session, we discussed the future trends of customer support and the mitigation tactics organizations can apply to increase operational efficiency, even in times of crisis.