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Large-scale disasters lead to long-term change and the global C19 pandemic will be no exception. It has already forced the biggest players in finance, healthcare, airlines, retailing, telecom and their business process outsourcers to migrate tens of thousands of customer care agents from formal contact centers to home-office digs.

If your contact center has yet to implement analytics and you’re eager to improve quality management performance, now may be an ideal time to implement this strategic technology. Hoping for stronger quality outcomes? Infusing analytics into your quality management process can pave the way to solutions in a systematic, simplified way.

If you’re running a large business, you’re facing extreme levels of uncertainty right now. One factor that may be weighing on your mind as you work from home in self-isolation is how strong your key vendors and service providers will be as they emerge from the other side of the current global crisis. If you’ve made a bet on an emerging technology or a startup vendor, can it deliver once this is all over?

As the world is adopting various forms of social distancing and adapting to a new reality, the contact center is simultaneously witnessing several phenomena.

COVID-19 is challenging for everyone, and especially for organizations who play important roles in supporting their communities. While scores of businesses have been forced to close their doors during the outbreak, many thousands of workers – including contact center agents – have transitioned to ‘work from home’ to continue safely providing essential services for us all. (AND WE THANK YOU!)

Business continuity is the plan that well-organized businesses put into play during times of events or crises that result in the disruption of normal business activities.

Healthcare insurance providers have a central role in the world’s battle against the Covid-19 outbreak. As they adjust to a new reality and help members to access potentially lifesaving medical help, providers are seeing massive spikes in volumes of claims. In the background, automation tools are helping them to rapidly scale in response to the crisis. Let’s look at how the industry is putting NEVA (NICE Employee Virtual Attendant) to work.