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Emergency situations? Contact center technology comes to the rescue!

Published on Mar 10, 2020 at 10:32 am in Contact Center

COVID 19, Coronavirus…

How many times a day do we listen to thees words? It’s all over the news, newspapers, radio… People are seriously worried and my own personal experience tells me that the fear spans generations!

My 94 year old grand-mother is so scared that she stopped doing her usual 4km morning walk, afraid that she’ll get the virus. The same happens with my 7 year old children, that seem to have suddenly forgot that there are other topics besides this one, and insist on bringing it up at the dinner table every night.

Even though I think the media are partially to blame for this generalized fear, the truth is that we cannot bury our heads in the sand until it goes away, for as much as we’d like to. This is especially true in the customer relationship management business.


Facing the crisis

To face this crisis, companies once again rely on the contact center! As I keep saying, the contact center is the heart of any business!

However, as widespread as the use of chabot technology is, the contact center still needs and relies on human agents to provide the best customer service.

But there’s an epidemic virus around and a lot of people are getting sick, companies cannot simply close doors and let the chatbot take care of their customers.

True, they cannot, but they can rely on contact center technology to handle these exceptional times just like a walk in the park!

How? That´s the million dollar question.

The answer; however, is not worth more than a penny: remote working agents!

If the contact center technology supports it, that is how companies can respond to the current COVID 19 or other emergencies that may occur.


Remote agents enable companies to:

Protect employees – the contact center does not require people to be present. Working from home avoids the need to commute, contact with infected people, and other risks of exposure to the virus.

Stay close to their customers – customers still have needs and questions. This is particularly sensitive in industries, such as travel, because so many flights and events are getting canceled; or healthcare because healthcare facilities are being flooded with an increasing number of interactions.  Providing a good customer service throughout critical times, is certainly a great positive differentiator that people will remember.

Run business as usual – don’t let a virus ruin your reputation; on the contrary. Benefit from the contact center technology to enable remote agents to provide the same level of service, using the same tools and applications as at the contact center.


Supporting remote agents is transverse to the type of software deployment. That is, it doesn’t matter whether the contact center is on-premise or cloud.

As long as agents have access to a computer and a browser, they´re all set to deliver the most excellent customer service, regardless of where they are located!

Take this emergency crisis as an opportunity to stand out from competition and give your customers the awesome service they are used to.

Some of our clients have already moved their contact center teams to remote working to face this exceptional situation!

Join them!

Celia Cerdeira

Celia Cerdeira

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