Covid-19 has had a resounding impact on businesses. Regardless of industry, business plans have had to be rewritten and many organisations have had to make short-term tech investments to continue operations.

However, as the dust is settling around a new ‘business as usual’, it is time to take stock of existing operations and make sure that the needs of your agents – however dispersed they might be – and that of your customer base are being met. Indeed, the fear is that the voice of your customers, notably the most vulnerable ones who need your help, is being lost in the noise of everything else. In a business climate such as today’s, organisations need to make sure that they are ‘switched on’ to the signals – even the subtlest ones – from its customer base.

Read the full article in Contact Centres.

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