The massive impact of Covid-19 on call centers and customer support teams must drive a significant call to action for leaders of these organizations. In particular, there are three actions every customer operations leader must consider.
The Employee Perspective
Call centers in certain industries have been deemed “essential” by the Department of Homeland Security. Employees of these call centers are expected to risk their own health, and the health of their families, by coming to work.
If the employees do not come to work, they may face repercussions, up to and including termination. This, at a time, when having
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