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Key conversations Questions to Ask

Contact Center KPIs Showed Signs of Pandemic-induced Strain 01 04 07

What are the challenges to How is the access experience Is there any security risk with
data security? for branch offices and remote user access?
external organizations?

Average handle time (AHT) increased from 3 – 6 minutes to 02 08
more than 10 minutes. 05
Is the enterprise considering What are the challenges
implementing centralized How to quickly deploy and faced by the IT administrators
data control? update core applications and when the requirements on the
patches? Is the operation number of customer service
and maintenance efficiency staff elastically increase or
satisfactory? decrease due to events such
First call resolution rates fell as new multi-step workflows 03 as pandemic or holidays?
left agents unable to complete transactions and caused Is there any requirement for 06 09

repeat customer calls. cross-network access, such
as simultaneous access to the
office network, production As the business and the number How does the customer
network and the internet? of staff continue to grow, is service staff adjust the
How are these issues being there any need to increase the organizational structure to
resolved now? dedicated bandwidth? ensure quick access and
response on the workspace?
Average queue/hold times (AQT/AHT) rose as call volumes

increased, either due to the acute phases of the crisis, as
policy changes were implemented, or because there were Listen
fewer agents due to absenteeism.

Notes • PC replacement

Customer experience declined as new processes to handle • New branch offices
quickly implemented policies turned agents into call • More customer service staff
routers, making the process more difficult and frustrating
for customers. • Inefficient VPN access
• Information leakage prevention

• Increasing dedicated bandwidth for branch offices
Transfer rates increased as an effect of longer • Network isolation requirements, such as isolation of office network,
AHT and AQT. production network and the internet
• Agile office

• Secure access for external organizations
• At-home customer service

• Secure access for contractors
Abandonment rates rose from a target of 2 – 5 percent to
more than 10 percent in some cases as AQT increased. • School-business partnerships

CITRIX SCENARIOS SELLING KIT 4 4