In the current economic climate, most contact centres are facing much higher call volumes. At the same time inhouse agents have been forced to work from home, and overseas contact centre providers may not be able to provide their services due to local lockdown rules.

As a result, contact centres have been finding it hard to cope with the huge inflow of customer enquiries, and calls are taking longer than expected to be answered. The long wait times have led to contact centres offering a variety of different solutions to reduce the inbound load to their contact centres.

Ecosystm’s research finds that prior to COVID-19 nearly half of organisations in Australia allowed 10-20% of the agents to work remotely. That number has now grown exponentially in the past few weeks and most contact centres in Australia have moved their agents to the home.

With most contact centre agents working from home due to COVID-19, contact centres have a lot to do to make sure that operations are running smoothly. Against this backdrop, Ecosystm and NICE would like to invite you to a Virtual Roundtable on the 11th of June.

This Live Virtual Roundtable will be hosted by Ecosystm Principal Advisor Audrey William, and include Rod Lester (Managing Director, NICE ANZ) and Cameron Adams (Solution Consulting Director, NICE ANZ) who will share real world experiences based on customer interactions over the last few weeks & months.