Originally written by Nick Ismail on Small Business
During this transition from an office to a remote working environment, how can an in-house or outsourced IT team support a small business in a coronavirus-triggered lockdown?
ContactEngine‘s founder and CEO, professor Mark K. Smith, says there are five common areas where an IT team could support a small business, based on requests from his clients.
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#1 – Enabling call centre colleagues to work from home
Automatically re-route customer enquiries to an agent’s mobile.
#2 – In-home appointments
When employees are making home visits for installs, deliveries or repairs, make automatic Covid-19 pre-checks with the customer to make sure it is safe for employees to visit.
#3 – Emergency communications
Escalation comms for a situation when a workforce is suddenly dispersed during an emergency.
“Here a colleague calls into an emergency number and says what the issue is … the recording is sent to various colleagues who decide to escalate and schedule a conference call to decide the next action. It feels niche but it’s been used very extensively in the last few days for Covid-19 comms,” said Smith.
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