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Not much can be done with topline, so the focus is now shifting to bottom line and many companies across industries are looking to improve efficiencies, increase productivity and outright eliminate jobs. And, customer service and contact center functions among others are definitely starting to look at cutting costs. Infact, a recent IDG CIO Covid-19 research said that the #1 priority for leaders in the COVID-19 crisis, is process efficiency to drive costs down.

Why is AI becoming a priority for contact centers around the globe? What does it look like to actually implement it in your organization? And what kind of impact can you expect? Explore why and how contact center leaders are utilizing AI today.

COVID-19 is challenging for everyone, and especially for organizations who play important roles in supporting their communities. While scores of businesses have been forced to close their doors during the outbreak, many thousands of workers – including contact center agents – have transitioned to ‘work from home’ to continue safely providing essential services for us all. (AND WE THANK YOU!)

Our lives have been disrupted, both at home and work. And the rapid pace of information we are getting about COVID-19 worldwide both via traditional news outlets and social media creates an even more heightened sense of concern. COVID-19 is challenging for everyone, and especially for organizations who play important roles in supporting their communities. COVID-19 contact center Business Continuity Planning has taken top priority.

When I dial 211, an automated call message directs me to a kind voice of a contact center agent on the other line that greets me with “how can I help you today?” Like so many, I am looking for clear instructions on what to do during the COVID-19 outbreak. The call center agent has a plan.

Most of the world has its eyes on the news about coronavirus and its potential business and human impact, and there is uncertainty and potential for disruption in the coming weeks. In order to maintain business operations, organizations are looking to rapidly prepare for the challenges today and will want to prepare ahead for the possibility of these events as part of their disaster recovery, just as they would for natural disasters.