The sudden shift to a work-from-home model has made connecting by phone far more complex—and also much more important to the customer. Unfortunately, this critical communication channel can be difficult for teams and IT departments to adjust.
Calls that were once routed through a digital switchboard to reps’ desktop phones are now most likely being redirected to their cell phones. This extra step often bypasses the systems designed to provide reps instant and automatic access to vital caller information.
Without these core systems, calls go unanswered, conversations aren’t recorded, data is lost, and your ecosystem can begin to unravel. For this reason, it’s important to assess your tech stack and identify any potential gaps caused by working from home.