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The global pandemic caught most of the industry flat-footed and scrambling to respond quickly and appropriately.
Operations Contingency Planning COVID-19 Remote Work Remote Work Operations
Planning for unlikely events has been shoved down the priority list for years, and we must be cautious against that same complacency creeping in again.
Operations Contingency Planning COVID-19 Customer Retention Remote Work Operations
Operations Contingency Planning Virtual Contact Centers COVID-19 Remote Work Remote Work Operations
The most significant security risk to a company’s data or systems comes from within—human error.
Operations Contingency Planning Technology Data Security
Operations Contingency Planning People Turnover
Even the most careful, professional and fastidious agent is prone to human frailties.
Operations Contingency Planning People Engagement
It’s crucial to empower CSRs to play an active part in maintaining contact center security. After all, they witness more of what takes place on the call center floor than supervisors.
Operations Contingency Planning COVID-19 Remote Work
In my experience, this is a time when those who are at work really benefit from the feeling of camaraderie and teamwork.
Operations Contingency Planning Operations management