A COVID-19 Rapid Support Initiative

Prioritising which webchat and emails to action first

Optimising limited resources in unprecedented times

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Getting customer contact right first time

COVID-19 is placing unprecedented pressure on all sections of the economy. The contact centre industry is changing its way of working with temporary reduced staffing levels, increasing contact volumes and changing methods of customer interaction. ​

The challenge remains in continuing to get it right; ensuring that with limited resources you are able to spot and prioritise key customer interactions for rapid engagement. These might be complaints, high priority customer issues for escalation and queries from vulnerable customers. Coupled with recognising recurring queries to accelerate their resolution, intelligently and automatically to significantly reduce demand. This is where Ember’s interaction analytics can help. Ember’s solutions provide for speed of identification of high priority issues for rapid resolution. ​

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