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How Businesses Will Need to Shift Their Customer Service as the UK Copes with Localised Lockdowns

Customer service agent working remotely

 

Current events have taught us that customer service will never be the same. In an era of social distancing, it is clear that connectivity – and most importantly telecommunications including cloud telephony – is essential.

The availability of customer response plays an indispensable role as the UK copes with the uncertainty of tightening restrictions and various localised lockdowns. As businesses search for ways to maximise operations and minimise the impact of the ongoing disruption and uncertainty, they’ll need both technology and policies that ensure they are up and running at all times. Businesses must be ready for everything that comes next and need to be equipped to provide the best customer service, no matter the circumstances.

For example, whilst there are certainly benefits to having a place where everyone can work, collaborate and communicate, many are now asking whether they really need to dominate an office space for 24 hours if it’s only being used half the time. The answer is no, they don’t.

This year has brought about numerous changes that have inspired many to rethink how, where and when business should be conducted.

Instead, businesses can treat the traditional office as a flexible environment that is either shared across teams or even non-competing businesses. This can also apply to technology, for example, phones and computers. Cloud technology makes this possible, linking employee information to an account instead of one particular machine.

This approach could allow for larger companies to more easily move into crowded cities where space is limited. It would also open the door to a more flexible work schedule, perhaps encouraging those who can work from home to do so more often, such as customer service specialists for whom cloud infrastructure means all the information they need to provide good customer service can be accessed remotely.

This year has brought about numerous changes that have inspired many to rethink how, where and when business should be conducted. By taking the time to prepare now, businesses can stay ahead of the curve and be ready to serve every customer equally. In doing so, they will be positioned to thrive and withstand any changes brought on by the pandemic.

 

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