COVID-19: Current Business Impacts and Lessons Learned from CX and Operations Teams Fin Analytics
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COVID-19: Current Business Impacts and Lessons Learned from CX and Operations Teams


Last Monday, Fin's co-founders hosted a live conversation about how Customer Service teams are responding to COVID-19 and the technology they're using to set their teams up for success amidst the global crisis. We're excited to share a replay of the discussion with you and a summary of key takeaways.


Last Monday, Fin’s co-founders hosted a live conversation about how Customer Service teams are responding to COVID-19 and the technology they’re using to set their teams up for success amidst the global crisis. We’re excited to share a replay of the discussion with you and a summary of key takeaways.

How Companies and Customers are Responding to COVID-19

Business Continuity Plans are often short term, site focused, and channel specific. They take into consideration things like power outages, weather issues, or transportation disruptions, but rarely plan for a global crisis like COVID that has no end date and can’t be tied to historical sales models or seasonality. As a result, CX and Operations leaders have had to navigate a few key challenges in real time:

Getting Everyone to Work from Home: There has been a rapid shift towards remote working models amidst the COVID outbreak. All of a sudden entire workforces are being forced to adjust to WFH even though few large organizations have successfully implemented transitions like this in the past.

Unpredictable Volumes and New Workflows: Teams are seeing a completely different distribution, volume, and mix of customer inquiries that has forced them to rapidly build a playbook and testing scenario at the same time, constantly launching and iterating on new processes in response to COVID.

Disaster Response Planning: Leaders are being forced to re-examine their business continuity strategies to adjust from short-term response planning to prolonged operational disruptions by sourcing the right technologies for this new working model and developing a nimble crisis management team.

How Teams Can Rapidly Convert to a WFH Model

Networking and Setup: One of the first priorities is to understand if your VPN is set up to handle a remote workforce, what its scalability looks like, and whether your team is trained to use it properly. This will help your org determine what hardware and software it needs to source in order to keep up with your security and compliance requirements.

Change Management: Start the transition with a cohort of your team members before doing a full roll out and be an active participant in stress testing both internally and with your vendors or BPOs. Avoid any unnecessary changes during the transition and be sure to adjust your team’s quality and efficiency goals and performance baselines to accommodate this new working model.

Process Evolution: Think holistically about how you prioritize the processes and systems you want to transfer into remote environments and be explicit about the decisions made. Be prepared to make real-time decisions on what the risk is to delay or completely shut-off specific aspects of your team’s work with regards to channel management, ticket routing and prioritization, training processes, and more.

Culture and Morale: Not everyone has an environment that is conducive to WFH so make sure you have the right support for employees to feel safe and comfortable. Be hyper communicative with your workers to ensure there aren’t any ad hoc or undocumented processes that slip through the cracks and think through how to maintain ‘soft processes’ like manager 1:1s, virtual events, or celebrating team wins that are culturally supportive but easy to overlook in a remote environment.

Softwares Teams are Using to Adjust to this New Working Model

Tools You Have and Need to Adapt:

Tools You Don’t Have but can Easily Deploy:

Tools that are Harder to Deploy:

  • Single Sign-On Services: Okta, OneLogin, Google Admin. While hard to deploy, these make it far easier to add new tools in the future, so they may be worth investing in now.

  • IVR and RPA Platforms: Interactions, Appian, Tonkean

  • Gig Workforce: Limitless, many BPOs have gig models

Tip for Vendors: Find the MVP solution that can be put in place as quickly as possible – now is not the time to focus on the biggest deal possible but instead on what will help teams move very quickly and adapt.

Focus on having a crisis management team. It is critical to have a designated team and plan so companies can be nimble and respond quickly to changes or other crises.

  • How will you measure the efficacy of your operations?
  • What will your new baselines look like and how can you manage towards them?
  • What’s the role of technology in mitigating the long term impact?

Think long and hard about what you can live without. What is the worst thing that can happen if your contact center was shut down for two weeks, especially if the well being of your employees is on the line?

Develop and refine your new working model. Now that teams have more or less transitioned to WFH, the next phase will be focused on thinking strategically about building an infrastructure around this new working model to maintain continuity of service and insulate teams from major global events in the future. With an undefined end date to our current situation, businesses would be well served to build and develop robust work from home systems and processes. Our goal is to help teams with this transition by delivering continuous process insights and productivity tracking. To learn more, email sales@finxpc.com or grab a time to chat on our calendar here.


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