{"id":320049,"date":"2020-06-12T07:50:58","date_gmt":"2020-06-12T14:50:58","guid":{"rendered":"https:\/\/www.genesys.com\/?post_type=resources&p=320049"},"modified":"2020-06-12T07:50:32","modified_gmt":"2020-06-12T14:50:32","slug":"uk-contact-centres-winning-in-the-new-normal","status":"publish","type":"resources","link":"https:\/\/www.genesys.com\/en-gb\/resources\/uk-contact-centres-winning-in-the-new-normal","title":{"rendered":"UK Contact Centres: Winning in the New Normal"},"content":{"rendered":"

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White Paper<\/p>\n

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UK Contact Centres: Winning In The New Normal<\/h1>\n

UK Contact Centre Remote Working Survey White Paper<\/h3>\n

[\/vc_column_text]<\/span>[vc_row_inner][vc_column_inner width=”2\/3″][vc_column_text]Genesys and IST conducted an online survey between 21st of April 2020 till 30th of April among 150 contact centre executives and managers the United Kingdom.<\/p>\n

The survey found that more than eight-in-ten managers (82%) said 75% or more of their contact centre staff are working remotely and more than half (54%) have 100% of their contact centre agents operating remotely.<\/p>\n

Employee wellbeing biggest challenge during pandemic<\/span><\/b><\/p>\n

58% of contact centre managers said ensuring staff wellbeing was their biggest challenge whilst transitioning to remote working. More than a third (35%) said the restraints imposed by their current technology give them the biggest headache, while for 34% it is maintaining the effectiveness of their workforce. Over a quarter (26%) said enabling remote working was their greatest difficulty, along with lowering contact centre demand. Only 18% said budgets are currently their main challenge.<\/p>\n

Increased call volumes and demand on Contact Centres<\/strong>
\nBased on interaction data from the industry\u2019s leading cloud contact centre platform, Genesys Cloud, between Q4 2019 and Q1 2020, UK businesses saw an increase of nearly 33% in customer service inquiry volumes.<\/p>\n

Dealing with the increase in demand, businesses were asked which technologies could help contact centres manage these increases. Chatbots came top, selected by 34% as a priority for businesses looking to provide quick answers to frequently asked questions, such as opening hours. Knowledge base self-service was on the wish list for almost as many (32%). Nearly 30% want to introduce robotic process automation (RPA) to assist agents and exactly a quarter (25%) want to see implementation of voice biometrics to identify callers, save agents time and eliminate frustrations.<\/p>\n

Download this report now to learn how contact centres can adapt to win in the new normal.[\/vc_column_text][\/vc_column_inner][vc_column_inner width=”1\/3″][vc_single_image image=”320076″ img_size=”full”][\/vc_column_inner][\/vc_row_inner][\/vc_column][vc_column width=”1\/3″]

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