A Four-Phased Approach to Delivering CX During a Crisis
Quickly and effectively adapting your business operations to a crisis can be challenging, especially when dealing with the confusion of an ever-changing scenario. However, rapid evolution is possible with the right technology and strategic approach.
Leveraging a diverse knowledge base – including expertise in Customer Experience, contact center, business productivity and more – Avtex has developed a four-phased approach to maintaining business continuity and CX excellence in the event of a crisis.
- Phase 1 - Contact Center Stabilization: One of the most critical departments to virtualize is your contact center team. After all, your customers, patients, members and students still need assistance, and likely maintain significant expectations from your brand. In some cases, your customers may expect even more from you, especially as swift resolutions to issues or answers to questions impact their health, financial well-being or long-term satisfaction.
- Phase Two - Business Continuity Expansion: Once your contact center has been stabilized and optimized to support your remote workforce, it’s time to focus on empowering the rest of your staff to work remotely throughout the crisis.
- Phase Three - CX Crisis Alignment: The critical nature of an interaction is heightened during a crisis – when under stress, we tend to place heightened importance on the things we are trying to do, including resolving an issue or obtaining information. Any roadblock that gets in the way of a resolution is also magnified.
- Phase Four - Employee Experience Calibration: Supporting your employees during a crisis is critical to their well-being and overall job satisfaction. Without the proper technological, emotional and logistical support, employees are likely to experience significant frustration and confusion for the duration of the event.