This report contains up-to-the-minute data on how UK contact centres are reacting to the threat of coronavirus to their operations. Findings include:
• 84% of survey respondents have moved to a predominantly remote working model
• 1 in 6 have seen a rise in customer contact volumes of over 50%
• 20% are using furloughing to reduce staff numbers.
Includes tips on how to move successfully to a remote working model, as well as managing the motivation and performance of homeworkers. Plus advice on expected costs and timescales and how to ramp up self-service and digital channels to handle any increase in contact volumes and staff absence.