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How should agents handle calls when customers are sharing their concerns about the Coronavirus pandemic?

Question: How should agents handle calls when customers are sharing their fears and concerns about the Coronavirus pandemic – or other personal issues, for that matter? Answer: Although the current COVID-19 pandemic is different from anything we’ve experienced and worked through to date, fundamental contact handling communication or “soft” skills that have been around for [...]
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Contact Center Practices and Guidelines for Managing through COVID-19

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Contact Center Work-at-Home Guidelines for COVID-19 (whitepaper)

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