2020 has been a year like no other. Who would have thought six months ago that a pandemic would sweep through the globe, locking down over 75% of the world’s population to one extent or another? Overnight, millions have been forced to abandon their offices  and work from home—many for the first time—as they strive to adapt to an entirely new way of life.

While unexpected, scientists predict COVID-19 safety precautions to be the “new normal” encompassing periodic lockdowns, ongoing social distancing, and remote workforces.

Are you ready?

Challenges and opportunities in the post-COVID-19 world

In years gone past, technology has been the primary driver behind change. Just think of some of the technological inventions we now take for granted, including the steam engine, electricity, air transport, and the PC. These fundamentally changed the way people lived and worked. In 2020, however, the roles have been reversed. Today, the force of circumstances is driving the rapid adoption of technology to overcome unexpected challenges and create new opportunities. These include:

  • Managing a remote workforce

According to the U.S. Census Bureau, almost one-third of the nation’s workforce—and half of all “information workers”—have worked from home during the COVID-19 outbreak. While 98% respondents favor continuing as remote workers[1], employers face the challenge of maintaining productivity, promoting communication and collaboration, upholding the company culture, and ensuring employee work/life balance.[2]

  • Ensuring on-premise social distancing

With social distancing compliance a primary concern as lockdowns are eased, companies have to find new ways to resume activities while keeping customers and employees safe. This includes managing in-store traffic, reducing queues and wait times, and finding alternative ways to engage with customers while ensuring an optimal experience.

  • Coping with massive call volumes and online queries

As brick-and-mortar stores closed their doors, shoppers—with government handouts in their pockets and more time on the hands—flocked online by the millions. Unprecedented call volumes overwhelmed contact center agents. Many—working remotely for the first time—found themselves having to improvise as they strove to uphold company standards and ensure excellent customer service.

  • Creating differentiated consumer experiences

At the same time, as companies and educational institutions adapt to the idea of remote workforces and learners, they’re also realizing that many of the tasks traditionally done by humans can be automated. This will likely result in the rapid adoption of artificial intelligence (AI), machine learning (ML), and robotics as new ways are found to create differentiated—and enhanced—consumer experiences through advanced automation techniques.

To help address these concerns and take advantage of new opportunities, innso has developed a guide to help you navigate the “new normal.” We’ve leveraged our experience reinforcing connections with our remote workforce, customers, and communities to create new applications designed for the post-COVID-19 world.

The innso guide to preparing for the new normal

The e-guide introduces a structured approach to help you plan for the new normal. With the right solutions, processes, and technology, you can ensure your customers’ and employees’ safety in the uncertain days ahead.

The innso e-guide identifies four critical areas in which innso can help you develop the agility and resilience you need to resume business and forge ahead in a changing world. Implementing the right digital solutions enables you to increase efficiency, drive productivity, and enhance customer satisfaction by:

  • Staying connected with customers and employees
  • Controlling on-premise footfall and queues
  • Encouraging customers to self-serve
  • Reducing pressure with call deflection

The e-guide explains how each of these can make a critical difference to the customer and employee journeys, ensuring you resume business with a confident, stress-free outlook for the future. Download the e-guide today by clicking on the image below:

At innso, we’re here to help ensure every interaction matters. Contact us to find out how we can help your business become more nimble and resilient with an agile omnichannel platform! To stay up-to-date on the latest customer experience (CX) trends and topics, follow us on Twitter and LinkedIn.

[1] https://lp.buffer.com/state-of-remote-work-2020
[2] https://www.visualcapitalist.com/how-people-and-companies-feel-about-working-remotely/