Contact Center Practices and Guidelines for Managing through COVID-19

Introduction

To resolve some of the uncertainty for service organizations, this white paper compiles a list of practical and actionable practices that can help contact centers manage through the pandemic. The practices are separated into the following 4 categories: communication, systems, operations and employee engagement. Companies should select the practices that will be most helpful in getting them through these trying times. And once COVID-19 passes, companies should update their BC plan to incorporate the practices that were most effective and helped the company, employees and customers through this crisis.

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