The Covid-19 pandemic has dramatically forced an emphasis on resilience across the customer service sector. It has become critical to create a customer service environment where your employees and customers are safe, but also where the processes have resilience from any future challenges – such as another wave of the virus – or even a new type of calamity.

In response to the COVID-19 pandemic, contact centers around the world are pivoting to a work-at-home (WFH) model, representing an unprecedented operational challenge for the BPO industry.