Forrester’s 30-60-90-Day COVID-19 Response Plan For Customer Service

To help brands navigate the historic customer service challenges posed by the current pandemic and subsequent need for mass mobilization of a remote workforce, Forrester created a framework covering four key pillars of contact center operations: people, objectives, strategy, and technology. Plan to meet the challenges that your agents face when working at home — from social isolation to living conditions poorly suited to a professional environment, including roommates, pets, and potential connectivity issues. Longer term, treat this crisis as an opportunity for a blank slate, allowing you to design the ideal remote workforce and workflow and interaction channels, rather than just replicating what you had in your brick-and-mortar contact centers.