As global organizations begin to settle into their “next normal,” they’re adopting new tools and processes to better prepare for future disruption. Professional services firms also have an opportunity to uncover innovative ways to support new ways of working. We checked in with a few of our professional services customers in the Asia-Pacific region to find out what lessons they’ve learned from managing through the COVID-19 crisis. We uncovered three important strategies.
Lesson 1: Times of Crisis Yield Unique Opportunities
“When the COVID-19 virus had officially turned into a pandemic, we had to step up and ensure that we had the capability to provide all of our services in a home-based model, regardless of location. Within two weeks, we were able to scale up tremendously: We shifted from 10% to 90% of our global workforce being in a work-from-home environment, all while helping our clients manage the increase in customer support calls by delivering premium customer experiences.
Being a technology-enabled CX [customer experience] company, we are looking to further increase our work-from-home capacity over the long term, and work with partners who share our people-first values, as we are most likely not returning to life as we knew it. We
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