Keeping Workers Safe and Productive (When the Contact Center Can’t Close)

If you asked any contact center manager two months ago about their business continuity plan, they’d likely opine on their facility’s readiness to address just about any emergency scenario. These same managers have seen their expertise and resolve put to the test in recent weeks due to COVID-19. And with effects of the virus being felt worldwide, contact center leaders are scrambling to support higher-than-projected call volumes in the wake of an ever-increasing risk of higher absenteeism.