Table of Contents
Written by: Interactive Powers
As in most states and countries in the region, social distancing measures are still required throughout Miami-Dade County to prevent further coronavirus outbreaks. While some businesses have pivoted and even thrived, other workplaces grapple with the realities of reopening amid the on-going COVID-19 pandemic.
Even for a city well-versed in managing crisis’s, like the annual hurricane season, the challenges faced by businesses to maintain operations during the pandemic are unprecedented. The current situation requires not only a reactivation by adhering to security and distance measures, but also a complete rethinking of the way many businesses operate day to day.
Shelter-in-place orders have forced people into virtual-mode and many industries which never or rarely used these technologies have now had to accept them as an essential tool. Simply put, video technology usage has seen a massive surge, accelerating this digital transformation.
Our focus begins with the most fundamental needs: to protect customers and workers, to maintain business continuity and assist them in adapting to this normal.
What Have We Learned So Far?
Videoconferencing technologies and contactless interfaces could provide an innovative answer to re-establishing modern and safe working environments in many economic sectors, helping workers follow suggested social distance.
Maintaining jobs: Certain workforce sectors has been limited in its ability to move, thereby keeping it concentrated and increasing risks. Video technology makes it possible to continue operating remotely. If employees are to remain collaborative and committed in these difficult times, it is crucial that remote environments are able to seamlessly preserve the human element, while empowering an engaged workforce. Video can be central to that.
Improving the image of companies: Having employees wearing masks or putting up barriers does not improve the image and communication of companies, nor is it aesthetic or comfortable. Even in a healthcare environment, seeing someone’s face is also necessary to improve communication. With social isolation being the norm now, face to face contact of any kind will be welcome for many. Practicing the empathy of a smile with the customer can go a long way in promoting customer satisfaction and will result in greater support towards business continuity.
Optimizing interaction channels: Provide real time video support to users, offer to upgrade to a video or co-browse session, streamline troubleshooting, reduce customer effort and deliver a s seamless and personalized experience resulting in quick and successful resolutions. Once implemented, these processes not only improve health safety and immediacy, but also contribute greatly to improving the productivity of companies. A remote agent can attend several stores at once and can operate in real time only when necessary.
Creating exceptional customer experience: Existing meeting spaces must be modified to allow for up-to-date, safe physical and digital convergent consumer experiences. Successful businesses prioritize exceptional online experiences and stellar customer experiences have evolved from important to essential. Video Communications are a set of technologies that can rapidly bring almost any business to the next level and help you build stronger relationship with your customers. Within the new normal, companies that fail to create alternative and functional experiences cannot expect to progress.
Ensuring business continuity: The current lockdown has taught us that many interactions or communications previously conducted in person can be greatly enhanced by video calls. Businesses can take advantage of this opportunity to transform their processes, improve their services and provide zero risk of contagion for their employees and customers. The circumstances surrounding COVID-19’s required safety measures make it essential to ensure that business operations be kept active even in the event of outbreaks or situations of social distancing.
Conclusions
Technology has become a key factor in the recent economic paradigm shift, workforce distribution and changes in digital service channels. Now more than ever, the ability to connect distributed teams instantly, and implementing a digital collaboration with the customer, is essential. With the right processes in place, enterprises of any size and in any industry can differentiate themselves, improve productivity, protect their businesses and increase customer loyalty.
There’s also an opportunity for enterprises in Florida to become sectorial mirrors of innovation in the Southern region of the United States thereby making themselves more appealing and suitable to the digital consumers and workers. The technology investments organizations made today will serve to not only ensure business continuity and employee productivity in times of crisis, but to also enhance services.
