In a recent panel discussion with CCNG members on the topic of 2021 Contact Center Predictions, Ron shares a few perspectives learned from this year.
First, companies found self service options inadequate – When COVID hit in March, many industries found their automated systems were inadequate to help handle call volumes. As companies moved to support remote workers, segmented shifts, etc. they too often found self service options inadequate in view of staffing challenges. I predict 2021 will bring renewed analysis and investment in self service – not only in emerging tech like chat bots, but basic bread and butter self-service technologies like legacy IVR. Customers need access to service and companies now realize that many of the existing solutions are not prepared for these types of events. In 2021, “disaster recovery” takes on a new flavor and these capacity limitations will further drive folks to look to the cloud to address scalability and potential loss of workforce situations.
Next, companies had to test remote work capabilities – Here again, many found that they were not as prepared for work from home/remote agent work as they thought. First, I would suggest any organization not using a thin client agent desktop needs to seriously look at that. Desktop (client) solutions are not really feasible in a world that demands flexibility, unless companies are going to try and ship laptops to everyone – it just becomes a maintenance and IT management nightmare. Here again, I believe 2021 will bring significant interest in supporting work from home agents and also in security requirements that go with that. COVID pushed things to move rapidly – and I think 2021 will be a time that companies make sure that all relevant security and related processes are in place for continued remote/home-based work.
Lastly building Agent (and Employee) communities is hard – Engagement is hard in the best of circumstances but with evolving work situations (hybrid, home/remote, office) – it takes effort and planning. Companies are going to need to look at intentional community efforts in 2021. I believe companies will need to look at mentorship programs that allow employees to have someone to turn to that is outside their management structure. It is difficult to tell your manager you do not know something, and it can be as simple as understanding cultural norms that create frustrations with agents. Having a designated mentor in place can help both new or junior employees become productive faster and may also be a significant job enrichment for the mentoring employee. Job teaming can also be a benefit so employees can schedule, share or have coverage when needed in remote work situations by having a designated “buddy” to work with. Innovative companies will be looking at these types of arrangements to solidify work from home programs implemented in 2020 as a result of the pandemic.
Ron Owens is SVP Operations at Aria Solutions (recently acquired by Avtex in November 2020) and long time CCNG member and advocate.
