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180 Days Later: Reflecting on People, Preparedness, and Performance in the Wake of COVID-19


Author: ICMI Research

Publisher: ICMI

Number of Pages: 20


How has COVID-19 impacted the people, performance, and preparedness plans?

The COVID-19 pandemic disrupted business operations on an extraordinary scale, forcing organizations to reimagine, with little notice, what it means to get work done. Companies that previously balked at the idea of a remote workforce were forced to adapt to fully remote teams overnight. Our contact centers led the charge toward renormalizing the employee experience. This report reflects on emergency preparedness, organizational culture, and the latest trends in contact center metrics and performance.

This executive summary covers:

  • Emergency preparedness
  • Topic business recover plans
  • People and culture
  • Work from home challenges
  • And more!

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Topics: Agent, Best Practices, Customer Experience

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