As vaccines to fight the COVID pandemic emerge, contact centers for public sector agencies and healthcare providers will serve a critical role in delivering vaccine information to an anxious public that will have scores of questions. Contact center agents will continue to play an instrumental role in this phase of the fight against the pandemic.
Business Continuity during a pandemic
Calls to 211 LA’s disaster hotline escalated dramatically during the COVID-19 pandemic. 211 LA turned to Expivia, a BPO using CXone, which enabled both organizations to quickly transition their agents to working from home.
Ensuring business continuity and success in remote contact center model
Contact centers continue their efforts to overcome challenges brought on by COVID-19 – from keeping work-from-home agents productive to delivering customer satisfaction via remote teams to cutting costs responsibly. It’s all about discovering strategies to succeed during economic uncertainty. Listen to this panel discussion and learn firsthand what’s worked for other contact center leaders.