May 2020

How customers interact with companies is fundamentally changing due to COVID-19. Additionally, their customer experience (CX) expectations aren’t the same as they once were because of various shifts in sentiment and accessibility.   Shelter-in-place orders prevent many people from heading to businesses for assistance, leaving them relying heavily on technology. Additionally, the percentage of the population that is struggling is increasing rapidly, changing the overall climate.   Companies that...

During the COVID-19 outbreak, stay-at-home orders altered how people could move around in their local areas. Plus, companies had a new safety concern that had to be managed, leading to fundamental changes in the workplace paradigm. Often, this meant turning in-house staff members into remote contact center employees.   While some companies had already embraced the telecommuting approach, hiring remote teams to handle a range of contact...