With the COVID-19 pandemic, contact centers are facing new challenges each day. Your customer volumes are fluctuating. Your agent availability may have decreased. If you’re new to at-home work, your team’s productivity may be waning. How do you adapt to these volatile times while still focusing on customer experience? One short answer: skill up.
There are many reasons why you’d want to skill up. You may want to train your employees with a backup skill, so they can pitch in when volumes are high. There may be new demand for a specific channel (like social or live chat) that you may need to train for. After all, introducing new or redundant skills among your agents is more cost-effective than hiring.