The risks of execution failure are higher than normal. But companies can take immediate action to create capacity in their contact center, enable consistent quality for their customers, and care for their people in the face of the crisis.

While actions should be taken at different variations based on a company’s unique situation when done correctly to

1. Improve contact center management: Data, workflow, and analytics

1. Augment and automate service: Virtual agents

1. Adopt new ways of working: Contact centers remote access