Without a doubt, COVID-19 has meant a lot of upheaval for the majority of companies and organisations worldwide.<\/p>\n
For most, this largely translated to providing staff with some kind of capability to work remotely.<\/p>\n
Decisions made by business owners when implementing solutions to the immediate challenges this presented were often made in haste.<\/span> At the time, these decisions were also probably considered somewhat temporary.<\/p>\n It\u2019s also true for many companies that they\u2019re continuing to operate at lower service levels now compared with before COVID struck.<\/p>\n But that needn\u2019t be the case moving forward.<\/p>\n Like all forced change, there are often new transformational processes<\/strong> which when identified and deployed successfully, can result in better ways of operating.<\/p>\n In this email, we\u2019ll highlight some of the simple but smart transformations we\u2019ve seen our clients put in place, that might prove beneficial for you too<\/span>.<\/p>\n Before COVID emerged, most of our clients had a fairly typical setup consisting of a physical premises and staff who travelled to the business location to work.<\/p>\n This made things fairly easy for staff and managers alike. Staff could easily get help by grabbing the attention of a manager. During the daily hustle and bustle, managers could easily keep track of their team, simply by observing what was happening around them.<\/p>\n Managing the workforce<\/a> was also simple. Things like performance reviews, ad-hoc meetings, quick \u201cclear up\u201d questions, and \u201cwater cooler\u201d conversations could be had during convenient quieter times.<\/p>\n From a logistics perspective, our clients were in an enviable position when lockdown restrictions were put in place. Cytrack software is platform-agnostic, which meant transitioning to remote working was relatively straightforward.<\/p>\n However, three problems<\/span> emerged almost immediately.<\/p>\n The obvious immediate solution is to increase staff and the number of available lines. But there are some better ways to approach this...<\/p>\n Can you reduce the number of calls?<\/em><\/span> Also, some customers don\u2019t need an immediate response and would prefer not to have to wait in a queue \u2014 they\u2019re more than happy to receive a callback at some point in the near future.<\/p>\n Can you route conversations more effectively?<\/em><\/span> But by using Cytrack\u2019s deep CTI integration with your CRM<\/a>, you can route customer conversations to the most appropriate member of your team based on a field within your CRM \u2014 whichever method of contact your customers choose.<\/p>\n You can also take things to a whole new level by making use of our new module CyCX Web Connect<\/a> \u2014 this will enable call routing based on a person\u2019s behaviour on your website. Powerful stuff.<\/p>\n Cytrack makes it super easy to remain compliant with our voice and screen interaction recording module, CyRecord<\/a>.<\/p>\n Our latest addition, CyRecord Insights Speech Analytics<\/a>, means you have a technology solution to keeping a tab on your entire business. Our software automatically transcribes and analyses 100% of the call recordings.<\/p>\n It\u2019s way more accurate than sitting listening and observing your agents in your office. Among other things, our software evaluates and categorises all calls to measure compliance, build scorecards, monitor agent performance, and rate customer sentiment.<\/p>\n As well as enabling easy internal communication, our CyDesk module keeps track of every customer interaction in one place, which vastly reduces the need for internal communication in the first place.<\/p>\n Once you put good solutions like this in place, there opens up the opportunity to save money and<\/span> have happier staff.<\/p>\n At Cytrack, we\u2019re treating our office like a \u201ctown hall.\u201d If staff need to come in for face-to-face meetings they can.<\/p>\n Some of our clients have simply downsized their office space and rotate staff between working in the office and working remotely.<\/p>\n The financial savings are obvious<\/strong> \u2014 either a huge reduction in cost because less office space is required, or lower operating costs when the number of office staff is reduced.<\/p>\n No-one enjoys their daily commute. Staff will have more time available for their personal lives while still working exactly the same number of hours. (In fact, our clients\u2019 and our own experience is that productivity levels rise without the myriad of distractions in a normal office environment.<\/em>)<\/p>\n If you\u2019d like to learn more about how Cytrack software can help you make powerful transformations<\/a> like this, please get in touch and access our free professional consultancy services<\/a>.<\/p>\n You can also learn more at the following links:-<\/p>\n CTI & CRM Integration<\/a> Without a doubt, COVID-19 has meant a lot of upheaval for the majority of companies and organisations worldwide. For most, […]<\/p>\n","protected":false},"author":1,"featured_media":4529,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[1],"tags":[],"class_list":["post-4528","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-uncategorized"],"acf":[],"yoast_head":"\nPre-COVID<\/strong><\/h4>\n
When COVID Struck<\/strong><\/h4>\n
\n
Simple But Smart Transformations<\/strong><\/h4>\n
1. Handling Increased Call Volumes<\/h6>\n
\nIntelligent self-service, such as CyLive IVR<\/a>, enables customers to get the answers they need without the need for staff interaction. Inbound SMS<\/a> and live chat<\/a> mean agents can effectively handle more than one interaction at a time.<\/p>\n
\nOf course, CyLive IVR enables you to route calls because the caller can select the most appropriate option.<\/p>\n2. Remaining Compliant<\/h6>\n
3. Keeping Tabs On What\u2019s Going On & Improving Internal Communications<\/h6>\n
Saving Money & Giving Staff A Better Work-Life Balance<\/h4>\n
\nCyCX Web Connect<\/a>
\nSelf-Service<\/a>
\nSMS<\/a>
\nLive Chat<\/a>
\nCyRecord<\/a>
\nCyRecord Insights Speech Analytics<\/a><\/p>\n","protected":false},"excerpt":{"rendered":"