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What does it mean to be resilient in 2021?

Wave-jäsenblogi: Calabrio

With the devastating loss of lives and livelihoods, it’s strange to hear prognosticators speak of “opportunities in the New Normal.” But history tells us it’s true.

If you want your organization to lead in the New Normal — or the Next Normal or whatever the recovery period is called — what are some steps you can take? How can you position your organization to capitalize on massive shifts in consumer beliefs and behaviors moving forward? How can you escape from the depths of the coronavirus-induced global recession? And how does the cloud—long considered an emerging part of the modern customer service experience—increasingly vital for such resilience?

We’ve developed a collection of tools and templates — called the Business Recovery Accelerator Kit — to help in that goal. The first step is to gain a new understanding of how your customers have changed mindset.

Re-understand your best customers

A prevailing thought among industry observers is that, as consumers, we’ve experienced nearly a decade’s worth of digital adoption since early 2020. Use of mobile banking apps, for example, has increased somewhere between 50-85%, depending on which study you believe. People who never trusted mobile apps to manage their money became power users in a matter of weeks.

Understanding — or re-understanding — your current customers will help improve retention and potentially increase the economic value of each customer. It also impacts your innovation process. The targets your organization set for creating future offerings have shifted. Some of that change is temporary and some is permanent. But you need to understand all of it.

Customer Journey Mapping Tool

A journey map is a foundational tools for understanding and meeting changing customer needs. This is just an example of a map, but most maps cover similar ground. The good news? You have all of the customer insights you need for this exercise flowing into your contact center every day. Use this map to inform key processes, such as innovation, pricing, messaging and omni-channel communications. This step is just the first on the road to recovery in 2021.

Voit ladata koko työkalun tästä linkistä: Business Recovery Accelerator Kit.

Kirjoittaja:  Angela Higgins, Director of Customer & Partner Engagement, is responsible for creating meaningful experiences through which customers and partners can engage with Calabrio and its products. Angela joined Calabrio with more than 15 years’ experience in marketing, including 8 years in B2B software marketing. She holds a B.A. in public relations from University of Minnesota, and a Master’s in Business Communications from St. Thomas University.

Alkuperäinen juttu on julkaistu Calabrion sivuilla.

Calabrio is revolutionizing the way enterprises work remotely and engage their customers with Calabrio ONE®, a unified suite—including call recording, quality management, workforce management, voice-of-the-customer analytics and advanced reporting—that records, captures and analyzes customer interactions to provide a single view of the customer and improve the overall agent and customer experience.

Calabrio ONE is easy to use, accessible from any location, and empowers management to align activities and resources quickly with the demands of today’s remote-friendly, multichannel customer. The secure platform has a lower total cost of ownership and can be set up and expanded on a public, private or hybrid cloud.

For more information, contact

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