Four points that contact centers should work on within the era of living with COVID-19
Due to the spread of COVID-19, many companies are making progress such as staggered commuting and working from home. Changes are also occurring at the contact centers operated by transcosmos. Various measures are being taken, including shortening business hours, introducing chat and email, introducing unmanned support, and considering a shift to working from home. In preparation for the second and third waves, it is important to formulate a "BCP (Business continuity planning)" and operate the contact center for risk distribution in the future, after changing the viewpoint from "area" to "channel".
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