Contact Center Preparedness: Operating in a Pandemic and Beyond

The COVID-19 crisis has made many organizations realize their contact centers were not fully prepared to handle customer communication needs. Especially with work from home requirements.

Contact Center Preparedness eBookWhile many companies may not have been fully prepared for what has occurred, most have been incredibly resilient: Setting up agents to work remotely, updating infrastructure, enhancing digital systems.

But many of these changes were likely reactionary, spot fixes.

What happens moving forward? When things go back to ‘somewhat normal’? When the next pandemic hits, whatever that might be?

We’ve done a lot of work in this area and have created a guide to help answer these questions and more. 

Authored with Experience

PTP's Diane HalliwellOur own Diane Halliwell, a Senior Customer Experience Specialist with over 30 years of consulting experience in the contact center arena, has just about seen it all. And she has put together an informative yet concise guide on the key ways you can set up your contact center for long-term success, continue effectively communicating with your customers, and survive and thrive before, during, and after any pandemic.

Diane points out what you need in your technology plans, how to best craft customer messages and making the most effective use of your communication channels.

Get the Preparedness Guide

Download the new ebook: “Contact Center Preparedness: The 5 Key Steps to Keeping Customer Informed”

We hope it helps inform the right investments and decisions at your organization.

How Can We Help?

Contact us to learn more about how you can optimize your contact center and prepare for the long run. We are truly interested in hearing about what you’re doing and can help you find the right solutions, technologies and processes to deliver superior CX.

Mark Pendolino

Authored By Mark Pendolino

Mark Pendolino is the Director of Marketing at PTP, overseeing the creation of customer experience content focused on helping organizations discover best practices for evolving the customer journey. Prior to PTP, Mark managed teams for companies such as Microsoft, Smartsheet, Fujitsu, and Parsons Brinckerhoff. Mark holds a master’s in Communication in Digital Media from the University of Washington, and a bachelor’s in Technical Communications from Metropolitan State University of Denver. In his downtime, Mark likes to thrash a bit on the drumkit and pretend he’s a rock star.

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