Don’t Get Trapped By Old Habits
Habits, good or bad, have their place. They help us respond to, make sense of, and navigate life. It’s easy to lean on habits, but they can only do so much. In normal times, habit begs you to draw from your existing and known resources. In the face of large scale change, like a recession, that may not be possible.
For example, during normal operations, when demand spikes in a contact center, managers can respond by hiring more agents. In some contact centers, demand spikes as high as 200-400% were experienced. Amid the social distancing and office closures, many companies were forced to send employees home, while others unexpectedly lost their entire contact center because of mandated lockdowns in the Philippines and India. It was impossible to draw on more resources and to hire more employees to handle the tidal wave of customer requests that came pouring in.
Instead of turning to “how things have always been done”, many companies decided to turn on digital channels to help manage the influx of inquiries from consumers. Adding web chat, messaging, and bots, not only provides consumers with their preferred channels, but also makes your organization much more productive with the use of business text messaging, chat bots, and rich messaging.
Limited resources will continue to be a headwind businesses face in the coming months. Now is the time to look outside of habit. Don’t hire more agents to take more calls. Move the calls to messaging for a fraction of the cost. If you haven’t embraced automation and digital self-service yet, now is the time to explore chatbots. They are extremely easy to deploy and results are instant.