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What technology will help contact center agents manage the move to work from home permanently?

Question: Our contact center agents are working from home due to COVID-19 and many want to make it a permanent move. What technology will help us manage this shift? Answer: Transitioning to contact center as a service (CCaaS) infrastructure solutions will help provide flexibility for “hybrid” in-office/at-home contact centers, which are expected to be part [...]
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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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