Managing Contact Centers Through the Pandemic
Date April 14, 2020 12:00 pm
Covid-19 has captured the attention of the world. Never before have developed countries confronted a virus that has reached such pandemic levels. Enterprises and their contact centers are likely to have plans to handle a short-term disaster, like a hurricane or tornado, but few organizations are ready to face a scenario where their employees are at risk if they go into their offices.
Times are tough and contact centers are taking the brunt of it. Leaders are challenged to find a healthy balance between the needs of their employees and their customers. Join noted contact center expert Donna Fluss and CX leader Steve Chirokas as they discuss best practices to handle this pandemic, specifically:
o The actions a company should take if they don’t have a business continuity plan for their contact center
o What technologies and applications are best suited to help companies through these challenging times
o Best practices for managing contact center employees during this pandemic
o How to reassure customers that you are there for them