Very few industries thrived or even stayed steady when COVID-19 and the subsequent shutdowns began. In fact, experts now say that nearly 100,000 businesses that temporarily shut down because of the pandemic will now close permanently.
Even if your business survived the challenges of 2020, the struggle isn’t quite over yet.
This year has already brought on a whole new round of complications and changes that businesses need to continue to meet head-on. Keep reading to learn a little more about what the “new normal” looks like for enterprises in 2021.
Call Centers Go Virtual
While some businesses are beginning to resume operations or limited operations in their offices and other workspaces, the challenge of bringing back certain positions remains. Call centers, for instance, present a unique challenge.
Even for small businesses, call center employees are often working in tight quarters. This means that with COVID-19 still very much a part of our daily reality, these positions are tough to bring back at this time.
Luckily, virtual call centers offer an easy solution. This software features all of the tools that call center employees to need to continue providing top-tier support to customers, even when working from home rather than the office. If your enterprise isn’t already, it’s time to implement virtual call center management software to streamline communications and provide the support and tools your employees need.
It isn’t just called centers that businesses are looking to optimize by moving operations to the web. Automation was already on the rise before 2020 hit. Now, it’s even more important for businesses to automate as many tasks as possible to streamline operations, cut costs and lessen the burden that daily routine tasks can have for employees.
Automation can be utilized in nearly every department within a business, though some types of automation have proven more popular and easier to adapt than others. For instance, around 75 percent of businesses today are using at least one marketing automation tool. Chatbots are another popular automation tool. These can be used as a first response to customer inquiries. When your chatbot is answering simple questions for customers, your call center employees can focus on the more complicated client problems.
Being Better Prepared for Future Downturns
If 2020 taught us anything, it’s just how quickly life can change completely. The same is true for businesses.
Industries like travel and tourism and small boutique businesses were thriving at the start of the new decade. Less than three months later, most had canceled trips, closed their doors, and sent their employees home.
A big part of the new normal will be staying prepared for a future downturn. While vaccines are rolling out, new strains of the virus are also causing new shutdowns. Businesses will need to prepare both financially and in terms of their operations, just in case they are forced to close their doors or face a loss of sales once more.
Besides setting aside funds for a rainy day, keeping some operations virtual is a great way to stay prepared.
Adjusting to the New Normal in 2021
Adjusting to the new normal in 2021 means making a few internal changes. Luckily, these are changes that can help streamline your operations, save money and provide more support for your employees. If you want your enterprise to succeed in 2021, utilizing a virtual call center, automating as many operations as possible, and staying prepared for future downturns are all essential.