Forrester Webinar Campaign

Building the Support Model You Want & Customers Need

Customer service isn't going back to the way it was.
Forrester and Directly outline a 90-day framework to succeed in this 'new normal.'

Forrester’s 30-60-90-day

COVID-19 Response Plan

Treat this crisis as an opportunity for a blank slate, allowing you to design the ideal remote workforce, workflow and interaction channels, rather than just replicating what you had in your brick-and-mortar contact centers.

Ian Jacobs

Principal Analyst, FORRESTER

Forrester recommends exploring new labor models and a digital-first approach.

Forrester’s ‘New Normalizing’ Strategy

Engage your People

1

Deploy a work-at-home contact center

2

Prepare agents for new strains of interactions

3

Use new labor models for long-term success

Leverage Technology

1

Become digital-first

2

Invest in automation

3

Deploy automated quality management

What Digital First Look Like

1

AI systems that understand how to handle brand new issues

2

Wikipedia-like knowledge that is served when relevant

3

Decentralized contact centers with highly-skilled and experienced talent

You want to have a decentralized labor model around the contact center and a way to bring in skills and experienced talent in a way that’s flexible and dynamic, and that can deal with the ups and downs of demand that are occurring more and more now.

Mike de la Cruz

Directly CEO

In this webinar with Forrester’s Principal Analyst Ian Jacobs, we outline a 90-day framework to build more resilient and automated customer service organizations.

Let us know if you’d like to learn more about shifting your phone volume to digital channels and embarking on your digital transformation with Directly.

Interested to learn more?

About Directly

COVID-19 has forced many in our industry to re-think how we provide customer support. Companies such as Microsoft, Samsung, Airbnb, and Autodesk are using Directly’s platform to deliver more automated and elastic customer support operations that are resilient, even in the face of a crisis. Our platform integrates with support channels to understand customer issues, automate common solutions, and engage community experts. This enables customer support leaders to resolve customer issues with the right mix of automation and human support, boosting customer satisfaction, while saving millions per year.