COVID-19 Resources

COVID-19 Topics:

Covid-19 Contact Center Resources

Recruitment, Attrition, and COVID-19

Recruitment, Attrition, and COVID-19 How Jackson National Life’s contact center responded to the challenges.

COVID-19 FEATURED

Checklist: Managing Work-from- Home Contact Center Agents

Checklist: Managing Work-from- Home Contact Center Agents NICE inContact has prepared the following Remote Agent Checklist to help you prepare in the event your workforce is forced to work from home.

Business Continuity & Disaster Recovery in the Contact Center

Business Continuity & Disaster Recovery in the Contact Center Minimizing impact from disasters and emergencies through proactive strategy

Verint: Adapt & Respond Educational Series

Verint: Adapt & Respond Educational Series

Dalbar: Navigating the Future of Quality & Coaching

Dalbar: Navigating the Future of Quality & Coaching Webinar by Dalbar

Clarabridge: COVID-19 Command Center Webinar Series

Clarabridge: COVID-19 Command Center Webinar Series

Call Center Preparation for the Coronavirus

Call Center Preparation for the Coronavirus

COVID-19 Vendor Services/OFFERS

Why the Call Center Was Already Collapsing—Even Before COVID-19

Redefining the Work Experience

Helping Organizations Adapt and Respond to the COVID-19 Pandemic

Cisco Partners with Google Cloud to Offer Contact Center AI Rapid Response Program

Webex Contact Center Enterprise Quick Deployment Solution

Ribbon Communications announced the release of its cloud-based Work@Home offer

Cisco Announces “Work from Home” Webex Contact Center Quick Deployment

Serenova Offers 48-Hour Rapid Response Deployment to Enable At-Home Workforce

COVID-19 Webinars

Verint: Adapt & Respond Educational Series

Dalbar: Navigating the Future of Quality & Coaching

8x8: Respond to Customer and Employee Needs in a Crisis

Calabrio: Keeping Remote Employees Engaged

COVID-19 Remote Work TIPS

Moving Forward: What Will 2022 Bring for Contact Centers?

Moving Forward: What Will 2022 Bring for Contact Centers? Contact Center Pipeline’s Advisory Board shares timely advice to take into the new year.

Working on Workforce Issues

Working on Workforce Issues Leading industry suppliers discuss post-COVID-19 pandemic contact center trends and how they are driving workforce solutions.

Looking Good: An Amateur’s Guide to Zoom Success

Looking Good: An Amateur’s Guide to Zoom Success How to maintain high professional standards when interacting via video.

COVID-19 Agent Motivation

Recruitment, Attrition, and COVID-19

Recruitment, Attrition, and COVID-19 How Jackson National Life’s contact center responded to the challenges.

Games People Play

Games People Play Gamification in the contact center industry is rapidly evolving from a nice-to-have to a must-have.

Managing Emotional Labor in the Contact Center

Managing Emotional Labor in the Contact Center Are your agents “surface acting” their way toward emotional exhaustion and burnout?

COVID-19 Customer retention

In Unusual Times, Replace the Usual Customer Service Phrases

In Unusual Times, Replace the Usual Customer Service Phrases The standard phrases that agents use can make customers less patient and more emotional right now. Six phrases to avoid.

Maintaining Customer Support in a Crisis

Maintaining Customer Support in a Crisis Best practices for call center operations in turbulent times.

Caring for Customers During a Pandemic

Caring for Customers During a Pandemic The COVID-19 crisis is reshaping the consumer mindset. How to retain trust and loyalty for the post-pandemic world.

COVID-19 BLOG POSTS

Call Center Preparation for the Coronavirus

Call Center Preparation for the Coronavirus

Automation Key to COVID-19 Contact Center Crisis

Automation Key to COVID-19 Contact Center Crisis

The Top 5 Mistakes Companies Make with Remote Work

The Top 5 Mistakes Companies Make with Remote Work

Creating a Collaborative Virtual Team

Creating a Collaborative Virtual Team

Four Ways to Attract and Retain Millennial Agents

Four Ways to Attract and Retain Millennial Agents

Beware… Five Signals of Customer Care Burnout!

Beware… Five Signals of Customer Care Burnout!

OPEX Forrester Humans in the Loop