When the Enterprise Research Centre surveyed 1,000 companies across the UK, the results were enlightening and somewhat heartening. While many firms saw their turnover fall by 42% and employment levels drop by 30%, others managed to grow despite COVID-19. Surprisingly a fifth (21%) of respondents saw positive impacts of the pandemic with 17% citing the ‘greater embrace of digital technology has significantly changed their business model’. Meanwhile, organisational priorities have changed with ‘new processes’ (72%) and ‘digital technologies’ (65%) topping the list followed closely by ‘entering new markets’ and introducing ‘new products and services’ for 55% and 53% of companies respectively.
Meanwhile, in a recent study of UK organisations, McKinsey talks about the importance of ‘agile resilience’. Taking lessons from COVID-19, these resilient organisations share 5 common characteristics including ‘developing a culture that empowers people’ and ‘provides people with technology they need.
So, what steps can all organisations take to succeed in the New or Next Normal? What can contact centres do to capitalise on massive shifts in consumer beliefs and behaviours? How do technologies such as the cloud, long considered an emerging part of the modern customer service experience, become increasingly vital for ‘agile resilience’? These are fundamental questions that we set out to explore in our Recovery Accelerator Kit Ebook, outlining a set of modern tools and templates for winning customer loyalty and growing market share post-COVID.
A successful path to recovery starts from within. Follow this three-point plan to prepare frontline agents and other customer-facing staff:
With the UK Government’s plans for easing the lockdown on the horizon, what better time to plan your own pandemic escape route? From re-understanding your best customers, to creating consistent multi-channel experiences and mastering the art of the Cloud, Calabrio’s latest eBook offers a variety of tools and techniques to prepare for the critical post-COVID phase. For more information and insights, download Calabrio’s “Recovery Accelerator Kit.”