Tag: COVID-19
Top 5 Posts in June
More contact center leaders have begun to turn their thoughts from crisis mode to planning for next steps. Operating during a pandemic has underscored...
After the Pandemic: How to Bring Back the Contact Center
The coronavirus (COVID-19) pandemic has caused unprecedented disruption across nearly every line of business, and contact centers are no exception. In times like these,...
Resiliency in the Age of Pandemic
As we prepared for 2020 six months ago, few (if any) had a crystal ball that anticipated the kind of widespread disrupted brought on...
COVID-19 and the Contact Center: Horror, Heartache, Humanity and Hope
Has anyone besides me noticed how many contact center industry work-from-home (WFH) experts there suddenly are? I thought there was only one, really. That...
Where Contact Centers Go from Here
Everyone is talking about the way we’re functioning now as our “new normal.” But is this current routine just a short-term patch while we...
Helping Organizations Adapt and Respond to the COVID-19 Pandemic
The upheaval created by the Coronavirus pandemic is unprecedented. Your customers are understandably concerned and confused, and are likely coming to your organization with...
Contact Center Pipeline Magazine: Inside Our May 2020 Issue
"What a difference a month makes..." Well, that's what I thought I would be saying this month as we release the May issue. That's...
4 Measures to Implement Social Distancing for On-Site Contact Center & Customer Service Agents
Work from home is the most effective form of workplace social distancing, as advised by governments and public health organizations. However, a snap poll...
Top 5 Posts in April
With most of the United States now a month or longer under stay-at-home directives, readers continue to seek information on managing through the coronavirus...
Leading in Uncertain Times: 10 Ways to Help Employees Cope with the Pandemic
As the COVID-19 pandemic takes hold, we’re all being impacted in various ways, many of them pretty dramatic. Everyone is feeling more than a...
Coronavirus = Business Continuity Plan
Do you have the appropriate technology for your staff to work from home during a disease outbreak? Operational service delivery has changed rapidly due to...
Contact Center and COVID-19: Lessons Learned
To say the Coronavirus pandemic caught many contact center executives unprepared would be an understatement. As the seriousness of the virus became increasingly apparent...
