Problem Responding to Crisis With Customer Experience

CX Transformation

How do I continue to deliver quality experiences 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. This makes delivering exceptional experiences during a crisis even more important. Eliminate any potential roadblocks or unnecessary steps during interactions. Do everything possible to make it easy for customers to do business with you. Delivering an easy and exceptional experience in the midst of anxiety will create a lasting memory for your customers.

CX Orchestration

How do I enable an agile workforce to respond to the unique challenges of a crisis?

Technology and business processes play a critical role in enabling your employees to continue to do their jobs in a crisis. Implementing effective tools and solutions that support common business operations, and training your employees to use them effectively, will position you to respond well to unforeseen events. Developing sound business processes without unnecessary steps or roadblocks will ensure that staff can do their jobs quickly and easily, whether from home or in the office.

Insight

Responding to a crisis can be difficult without the proper strategy. Adapting the entirety of your business operations doesn’t happen overnight. Instead, focus on a phased response to a crisis. First, ensure that your contact center can respond effectively to incoming customer inquiries. Then focus on empowering employees to do their jobs under the constraints of the crisis. Finally, adapt your customer experience, then employee experience to fit the unique situation. Apply any learnings to future operations.

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.

Contact Center Remote Stabilization: The most important step in dealing with a crisis is to ensure open lines of communication between your customers and your business. This may require transitioning contact center staff to remote operations. We help you identify the technologies and strategies available to enable secure and effective remote contact center operations.
Business Continuity Expansion: With your contact center squared away, your attention should shift to arming the rest of the enterprise with the tools they need to work remotely. Understanding the ways that employees work and communicate is an important part of this process. We help you review the needs of your employees and identify solutions that support their daily operations, including collaboration and productivity tools, information portals and more.
CX Crisis Design: Once your team is up and running remotely, it’s time to focus on the experiences you intend to deliver to your customers. In times of crisis, experiences are more important than ever – the more effective the experiences you deliver, the less anxious and frustrated your customers will feel. Our experts work with you to develop a plan for the experiences you want to deliver during the crisis and as you transition back out of crisis mode.
Employee Experience Calibration: Evaluating the effectiveness of your employee’s experience during a crisis can help shed light on key areas of improvement. We offer ongoing evaluation and guidance of your employee experience to help you ensure that your staff is empowered to deliver the experiences your customers have come to expect from your brand.