COVID-19 Playbook for the Contact Center

Times of crisis are when companies earn customers for life. Serving client needs without disruption is what separates brands that enjoy fierce customer trust and loyalty from those that don’t.

The circumstances created by the COVID-19 pandemic are unprecedented. Faced with requirements to limit physical interactions across the public, firms have fast-tracked their digital enablement programs.

While the true effects of the crisis are yet to be observed, firms must continue operating by addressing the needs of their customers to survive the crisis – and thrive in the aftermath.

In their recent report, COVID-19 Playbook for the Contact Center: Five Steps to Ensure Business Continuity, Aberdeen has outlined a five-step business continuity plan that all contact centers should build and implement in order to minimize the risk of disruptions.