COVID-19 CX Readiness

Leading Together During the Coronavirus Pandemic

 

As a community of CX Leaders, we are leading the way together through this challenging time by sharing ideas, information, best practices, and more while we respectfully focus on the care for our customers, our employees, operations, and each other. Please take a look at the resources we have pulled together including a Virtual Briefing Series and opportunities to get your questions answered, as well as a host of other assets. While the situation remains fluid, so will the information on this page. Please check back or let us know how we can be part of your solution by emailing [email protected].

The Reopening of The Call Center

The onset of COVID-19 and the subsequent stay-at-home orders have left call centers and businesses in all industries in the same boat – working from home with no clear end in sight. As call centers, brands, and entire states have begun to gradually start reopening, it brings about questions surrounding proper protocol for both agents and customers.
Just as call centers acquired new technologies and prioritized shifting to a work-at-home environment without compromising customer experience, the same must now be done in reverse if returning to a traditional office location. But, how?

The old ways of operating are long gone. Call centers will be forced to deal with more unforeseen challenges as we collectively navigate through the new normal by drumming up creative solutions to new problems – just like Ford is doing… [Read More]

Featured Return to Work CDC Resources

 

COVID-19 Resources

CX Leader Resources

Coronavirus Government Resources

Employer Resources

Cleanliness & Hygiene Resources

"KIA" A CX Brand Leader's Go To Resource For Brand to Brand Collaboration & More

Join the Conversations on COVID-19

The coronavirus pandemic is posing significant challenges for CX leaders and their service operations. If you are a Corporate Brand and already a KIA Online Community Member, join the conversation. If you are a Corporate Brand, don’t go at it alone – simply join today.

PLEASE NOTE: In order to provide a “sell-free zone” for our members, KIA Community is reserved for permanent employees at customer-facing brands. Are you a consultant or solution provider? We’d love to get you involved as well! Please contact us to find out how you can participate in our CX Marketplace.

Corporates: Join the Conversation / Join    Consultant & Solution Providers: Contact Us

CX Business Continuity and Operational Readiness In Response to COVID-19

The COVID-19 pandemic is posing significant challenges for CX Leaders and their services operations. Now more than ever, it’s time for CX Leaders to unite, tackle these challenges side-by-side, learn, and share with each other. We’ve created a Virtual Briefing Series in response to COVID-19 and corporate brands are actively sharing resources and discussing challenges on our KIA Online Community. Don’t go at it alone. Let’s lead together!

  • VIRTUAL BRIEFING PART 1:
    NOW AVAILABLE ON-DEMAND

    Shifting To A Work-at-Home Agent Model Quickly and
    Effectively

    Watch Now

  • VIRTUAL BRIEFING PART 2:
    NOW AVAILABLE ON-DEMAND

    Implementing Bots and a Channel Guidance Strategy to Ensure Service, Business, and Information Continuity

    WATCH NOW

  • VIRTUAL BRIEFING PART 3:
    NOW AVAILABLE ON-DEMAND

    Using IVAs to Shoulder Reduced Capacity and/or Increased Volume

    Watch Now

  • VIRTUAL BRIEFING PART 4:
    NOW AVAILABLE ON-DEMAND

    A View From Inside Your Outsourced Partners’ Walls

    Watch Now

GLOBAL DISRUPTIONS TO CUSTOMER SERVICE: HOW TOP BRANDS ARE ADAPTING CONTINGENCY PLANS AMIDST CORONAVIRUS CONCERNS

Posted on March 10, 2020

Every company has a business contingency plan (BCP) – a blueprint for ensuring continuity of service when the unexpected occurs. But as we discovered during this week’s Customer Response Summit (CRS) in Hollywood, Florida, the global and potentially long-term effects of the novel coronavirus on travel, commuters, and work environment present unique challenges that are sure to alter brands’ BCPs — and even their business strategies — moving forward.

The fact is, brands are learning to expect a different kind of unexpected. “We’ve all prepared for a snowstorm – a day or two,” said one executive. “What’s the long-term strategy? Quality can’t stop because we’re working from home. How do we as a company guarantee that we remain consistent in our operations and the service we deliver? What are we doing for the customer, for the employee, and the business?”
READ THE FULL EITK BLOG ARTICLE