Are you ready for the new normal? Microsoft & Altitude webinar JOIN NOW!

Letter to Altituders

Published on Mar 18, 2020 at 10:55 am in News

Dear Altituders

“Hope this letter finds you well…” is a very polite way to start your message with. However, now more than ever I felt the need to start this one in such a way.

We have heard very often the term VUCA (Volatile, Uncertain, Complex and Ambiguous) to define the current times; Well, I do not find any other word to better describe what the entire world is experiencing.

How often did we say: “If I were/had… I would do…”? Well, now is time to stop the guessing game and act. We are facing the first pandemic of the 21st Century, in which the Internet and the Globalization have changed many paradigms. It seems, we suddenly notice the impact of unlimited movement of people across the globe, and the highly connected and informed individuals through messengers and media. There was a before and after the Wannacry virus for the Cyber Security.

I am sure there will be a before and after the COVID-19 for the Human Security.

It is true that we are facing today a totally new and unexpected event for which we were not prepared for. However, I am convinced that by applying what we have learnt from past experiences, even if totally different situations, we will overcome this together.

There is a quote, often misattributed to Aristotle, that says: We are what we repeatedly do. Excellence, then, is not an act, but a habit.

Despite this is the first time we face such situation, we’ll fix it. Because we are used to be excellent. Many companies are facing now the challenge of remote working – to protect their employees and ensure business continuity.

We did make this decision for the whole company overnight, and this part is not new for us, as we are used to remote work and working from home since long time ago. And we share all our experience and tools with our customers helping them to protect their employees as well, by enabling them to do teleworking just as we do.

Now we face a two-fold challenge, as humans and as professionals that melt together more than ever.

  • As humans, we have obligations not only with ourselves and loved ones, but with the entire community.
  • As professionals, to keep serving our customers, many of which are instrumental in the management of the crisis. Among our customers there are hospitals, public services, schools, transportation, retail businesses and many others, whose business continuity is essential to our community.

We are committed to keep supporting them in everything, keep dedicating all our resources to help them provide the excellent service to their customers they always did.

I am so proud of you and I am sure we will fix this all together, becoming better humans and better professionals, for ourselves and for a better and stronger community.

Kind Regards

Alfredo Redondo


Alfredo Redondo

Other insights

What is Contact Center As A Service (CCaaS)?

Transform your contact center and the customer experience with your business with a contact center as a service solution!.

Read more

Call center vs contact center vs customer engagement center

I’ve been working in the contact center industry for about 20 years, and lately have been feeling pretty much.

Read more

What is Asynchronous Messaging

The world is turning into a very fast paced place and our routines are playing along. We’re busy from.

Read more

What is an ACD

An ACD (Automatic Call Distributor) is a call center telephony software system used in inbound contact centers. Together with.

Read more

Handling COVID-19 Emergency: Customer Stories

The COVID-19 Coronavirus pandemic has had a drastic and dramatic impact on how we go about our daily lives..

Read more

BPO upgrades to home agent friendly configuration

BPOs like all other business, had to reinvent themselves to deal with the COVID-19 pandemic and global economic crisis.

Read more

Ensure business continuity
for your Contact Center, safely