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Your contact center

has gone remote

and digital –

what happens next?

How to make sure you’re

optimized for the ‘New Normal’

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Your hosts

Fred StaceyGeneral Manager & Co-Founder

Cloud Call Center Search

Jeff EpsteinVP Marketing

Comm100

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Founded 2010 in Vancouver, BC.

More than 5,000 customers worldwide

About Comm100

Global provider of digital omnichannel

customer experience solutions

• Live chat, email, social, messaging

• Ticketing

• Knowledge Base

• Chatbots and Agent Assist

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About Cloud Call Center Search

More than 25 years of call center experience,

bridging the gap between technology buyers

and sellers

Helping brands simplify their search for cloud-

based contact center solutions – at no charge!

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A pollWhere are you on your digital

transformation journey?

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At all costs, you want to avoid:

• Unproductive agents

• Inadequate technology

• Inefficient budget

• Under-served customers

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What has

changed since

March?

How to

complete

your digital

transformation

How to

optimize

for the

‘New Normal’

On tap today

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What

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What has changed?

1. Triage: move your team to WFH

2. Security: ensure safety and

compliance

3. Management: Measure and

re-architect

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Triage: Moving to WFH

service models

COVID-19 ushered in the largest

work-at-home experiment in history

• New and more efficient channels

• New agent tools & technology

• Bots and knowledge bases to help reduce soaring wait times

1

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• Before: Brick-and-mortar IT had the luxury of owning the environment end-to-end

• After: SaaS and BYOD

• What about PCI and HIPAA compliance?

Security must be preserved2

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• Now that we are up and running and security and compliance is resolved… what next

• The new norm for agent experience

• On-boarding and ongoing training

• Agent engagement

• Leadership tools in the new age

Management & Measurement3

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What

Next?

How to complete your

contact center’s digital

transformation

• Tools & how to shop for them

• Integrations

• Training

• Agent experience

• New role of IT

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What

Next?

The WFH toolkit

for WFH

Contact Centers

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What

Next?

WFH puts

integrations

back on the

Must-Have list

Every

environment

is unique

Getting your data

into one system of

truth is more then

just mapping fields

Integrations are mission-critical

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The Bad News

no classroom

training

The Good News

Digital training offers

more flexibility

Onboarding

is just the

first step

TrainingNow more than ever, training is essential

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The agent

desktop: source

of all power

Collaborating

vertically and

horizontally is a

necessity

Opportunity to create

better productivity

and greater

consistency

The New Agent Experience

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What

Next?

A deeper ‘bench’

is requiredHardware, developers,

security experts, data

scientists

More

procurement

complexity

Retool IT and

Operations

teams

Revitalized role of IT

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What

Next?

How to optimize

for the

‘New Normal’

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What

Next?

We’re witnessing

a permanent shift

in consumer

behavior*

• Same service expectations, but:

• Now anytime

• Now anywhere

• Now every channel

• Be sensitive to economic victims

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Embrace digital

• You have new options

• Video

• File sharing

• Auto-translation

• Automation & Bots

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Next?

Get to know

your data

• With new tech comes new

data – and clues for

continued improvement!

• Opportunity to build new

data-centric habits

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What

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Embrace the

‘New Normal’

• The Hybrid Contact

Center is here to stay

*Your customers are still human ☺

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Q&A

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jeff.epstein@comm100.com

www.comm100.com

Jeff Epstein

Thank You!

fstacey@cloudcallcentersearch.com

www. cloudcallcentersearch.com

Fred Stacey