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The post Covid CC - Coggle Diagram
The post Covid CC
Post Covid Sales Business
outbound campaigns to improve sales
Automatic Customer renewal contacting
Customer feedback response calls
Post sales followup calls
New promotional campaigns
Multi-channel outbound
Automated supply chain query/response
digital first models connected to stock levels
IVR linked to stock levels
Orders linked to tracking details
Just in time pricing
leaner,meaner sales teams
Cross skills training
improved collaboration tools for team working
Channel Shift/digital first
online ordering integration
one ordering system
Social media presence and activity
Simple web navigation for common tasks
Pointers to web on IVR
Agility
Agent count flexability
Call flow simplicity
Adaptable to business change
Increased secure payment methods
Digital based payments
PCI
Obvious silence of Card details
Modern pay brokers
Voice and DTMF input
renewal period payment options
Increasing Customer engagement
rapid response times
Queue waiting updates
queue based call back
personal connections
Order History/preferences
personal greetings
bookable calling/meeting slots
Known History
CRM integration
Dedicated account management
Reduced Customer Cost
First Call Resolution
co-browsing
Knowledge Base
Customer self care
Shift to digital
Better IVR
The New CC Normal
Shift to Cloud CC
internet based agents
cloud call recording
internet based PCI
Video enabled agents
Secure Communications/data
Team collaboration tools
Single number reach/contact
Increased Supervisor monitor/whisper
mobile and softphone agents
Business Contunity
Lower costs
predictable spend
no infrastructure costs
Replicate in office practices
multi line PBX support
Dynamic agent shifts/WFO
Web/internet based dashboards
Supervisor 1:1 time
League tables
Efficient Agents
privacy audio/video features
AI agent routing
analytics for performance
Agent pod working groups
Skills based agents
Agent Bots
richer outbound dialing models
Reconnect with existing customers
respond to customers feedback
customer renewals
customer upsell
Office Space Transformation
Hot Desk changes
More small space offices
more office video
room people count limits