Finding Growth Opportunities in the COVID-19 Aftermath - Seguridad Mania.com - España y América Latina

COVID-19 has hit us fast and furiously in 2020. A general lack of preparedness in customer care has revealed each industry’s weaknesses and vulnerabilities. Every vertical market has its unique challenges, but the concerns that are universal for all include lack of bandwidth, secured networks, and reliability. Many contact centers have had to move a portion of their agents to a home-based work model. Service providers and outsourcing companies, globally, have stepped up to make it happen quickly. Many companies were not adequately prepared in terms of network equipment and cybersecurity to deliver secure, high-quality, and stable services to their clients. Key Takeaways: • Provide reassurance in a time of crisis • Enable and support work from home • The new normal: Omnichannel interactions, intelligent self-service and virtual agents • Solution providers must enable customers to be up and running quickly