The COVID-19 Pandemic has changed the way we live, work and interact around the world. My little teapot shaped home, Zimbabwe has not been spared by this drastic set of events. In December 2019 alone, the concept of remote working and virtual meetings seemed like a distant reality. One reserved for the developed world or large tech giants.
Regardless, this has become the new normal with meetings held on digital platforms like Zoom, Microsoft Teams, Skype and WhatsApp to name but a few. It has been quite a transition to move from the brick and mortar to the click and mortar model. This is not a small blimp in the story of customer interaction but a defining moment.
COVID 19 has brought with it some key changes. Changes which all-marketing and customer experience professionals will have to consider as they reframe service delivery models.
Here are some key issues one can use to guide this process.
- Reduced face to face interactions due to health concerns
- Increased need for cross-training of staff
- Increased need to use appropriate technology
- Increased use of digital touchpoints
- Development of new distribution channels
- The rise of the Contact Centre as the pulse of the organization
- Metrics to monitor this new model
In the past, the need for digital transformation was a nice to have but Rona has changed the fundamentals of customer interaction forever. In the next couple of articles, I will delve into these issues and how best organisations can chart this course charted by this pandemic.
Until next time, stay safe and remember excellent service delivery is key!