How will the future of Customer Service & Experience be forever changed by COVID-19?
In the past 8 weeks the customer service landscape has undergone a huge operational shift. In a short space of time we have witnessed entire companies move online, revenue streams pivot and budgets be cut. All of this whilst undergoing a complete revaluation of what our customers need from us.
But which of these changes are here to stay and what does the new normal look like? Is customer-centricity still the key? Or do we need to focus solely on efficiency and delivering results quickly?
Get a head start on the future of CX in the latest Reuters Events webinar, featuring best practices and strategic advice from Master Card and Sure Petcare (15:00pm 7th May GMT).
Join Andrea Prazakova, SVP Customer Experience and Design for Mastercard along with Sarah Metcalfe, Head of Customer Service for Sure Petcare as we discuss:
- Customer Centricity v Efficiency: In times of unprecedented upheaval the volume and urgency of customer queries increases. With this increase we need to assess whether customer-centricity is the most important thing or whether we should take cost-centre approach geared towards increasing efficiency.
- Team Management and Monitoring the Employee Experience: The COVID-19 crisis has forced companies’ hands, most of us are now running teams which are working remotely. This kind of digital transformation in such a short time would have previously be unthinkable, how do we ensure agents are still hitting core KPI’s and measure success in this period?
- The Long-Term Impact on Customer Service Leaders: This crisis will have lasting repercussions for our way of working. Whether it be a shift towards more remotely based employees or a complete revaluation of the role of customer service departments we need to look at the opportunities currently laid out in front of us.