With the rampant spread of COVID-19, customer care leaders are
taking unprecedented business continuity actions to overcome
the constraints primarily driven by the shortage of contact
Not to forget, most organizations had formal “Business
Continuity” and “Disaster Recovery” processes. However, these
so-called BC and DR processes were highly influenced to
recover IT assets, and they were not much about people’s
Following are some of my observations of the challenges that
customer care leaders are dealing with:
– Agent availability concerns
– “Work-from-home” setup, compliance and governance
– Corporate employees taking over some of the voice and
– Chat BOTs continue to bring customer frustrations
- – Deflecting voice calls to email/chat options
– Attempting to develop makeshift customer self-service
– A large number of un-subscription requests via
non-voice channels with no good ways to
Instead of focusing on interim issues, in this article, I am
hoping to divert our attention to the “New Normal” and to
challenge the “This is only way” thinking.
Following are some of my key points in this regard:
– Companies who have been working on customer
self-service automation need a candid discussion with
business solutions and IT to expedite.
– Security paranoid IT leaders need to rethink the right
balance where remote agents can deliver exceptional
performance without jeopardizing information security.
Why customers are still sharing confidential info with the
– To authenticate if they are talking to a legit person
– To get credit card number or SSN to subscribe to a new
Unfortunately, most fortune 100 subscription companies are
doing this, from cable TV to airlines and more.
And finally, when COVID-19 subsides, should customer care
leaders go back to ‘old ways of doing things’ or become an
author of their “New Normal”?