Crisis In The Contact Center

Agent and customer talking on the phone


It’s nearly once in a lifetime that virtually every industry, marketplace, and business throughout the world can be simultaneously affected by the same situation. The COVID-19 crisis has been one of these rare shared experiences. Even more common than the weather, the pandemic has become one of those topics we’ve all discussed with coworkers, colleagues, and clients no matter where we work or live.

We’ve seen it affect our clients and their customers in special and sometimes surprising ways. But there’s always a silver lining, and we’ve learned much from these experiences that we’ll be sharing with you here.

Here’s what we’ve learned over the past year and how we believe it changed our marketplace forever. This past crisis gives all of us an opportunity to learn from it so we can be better prepared for the next unpredictable event sure to come our way.


  • Examine the toll Covid took on contact centers across industries.
  • Follow the changes that have become expectations for customers.
  • Learn contact center best practices to approach the new normal.
  • Evolve your CX to meet the new era of customer communication.

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