How Retailers Are Flattening the Contact Center Curve On The Road To Recovery

How Retailers Are Flattening the Contact Center Curve On The Road To Recovery

The global Coronavirus pandemic has fundamentally changed our lives. Quarantines and closures have changed how we all do business. The path forward is difficult, but modern technology is helping retailers find success. Zappix is working with multiple retailers to flatten the contact center curve with automated self-service solutions.

During this time of crisis, first and foremost the health and safety of everyone should be priority number one. Employees, customers, our families. As businesses handle the impact of COVID-19 by shifting to work from home (WFH) and take precautions to ensure safety, a combination of increased call volumes and decreased capacity could lead to unwanted CX outcomes. Flattening the contact center curve to make sure customer service isn’t driven beyond call center capacity is critical to operating smoothly and efficiently today.

“Making sure customer service isn’t driven beyond call center capacity is critical to maintaining CX and operating efficiently today.”

Flattening the Contact Center Curve

Maintaining the customer service experience is easier said than done in our brave new world of WFH and supply chain disruptions. COVID-19 means contact centers around the world are facing increased call volumes while their capacity is typically decreased. With the playbooks customer service managers have relied on for years becoming less relevant, how does customer service adapt?

Modern customers demand fast, easy to use CX. Call center managers must flatten the contact center curve so their agents can continue delivering a great customer experience and prevent call centers from being overwhelmed by increasing inbound call volume beyond their capacity.

Self-Service Is The Solution

Self-service may just be the perfect answer to this situation. When contact centers know which call types are most impactful, they can deploy automation and self-service tools to make those prominent use cases faster, more convenient, and less stressful for callers.

As we all adapt to WFH, digital self-service solutions can be powerful tools for increasing convenience and empowering customers and agents while deflecting unnecessary calls away from agents and flattening the contact center curve. Four self-service solutions can help retailers make sure their call centers can handle the high volumes of calls:

1) Visual IVR:

2) Proactive Self-Service Engagement:

3) On-Hold Solutions:

4) Agent Assist Solutions:

The Benefits of Self-Service

By leveraging modern technology retailers can begin to tackle the current contact center situation. COVID-19 has rapidly accelerated many businesses’ digital transformation projects. Automated customer self-service must be high up on the list. The global COVID-19 pandemic is changing the way we all do business, but automated self-service technology is paving the way out of the chaos for contact center managers ready to lean into Visual IVR and intelligent virtual agents.

“Reduced Average Handling Time (AHT) and increased First Call Resolution (FCR) means more successful customer experiences and increased convenience for customers already stressed out by the global pandemic — improving Customer Satisfaction (CSAT).”

Strained under the weight of switching to WFH and faced with a wave of increased call volumes, agents assisted by integrated self-service tools can focus on complex calls where their skills are most important and spend the time required to handle complex interactions. With more and more calls being handled efficiently and effectively, contact centers can accurately deploy resources where they’re needed. The path forward towards reopening will be hard, but automated customer self-service will help pave the way for retailers.