What effect has the Coronavirus had on your company?
We have limited coporate travel. Thankfully the virus has not directly affected any of our employees yet so we have not needed to take other measures. We have however put a plan in place in the event such should occur.
If you operate a contact center how have you adapted to manage the pandemic?
All of our employees are equipped with laptops and while it's not something we've ever instituted before, are capable of working from home. Internally, we've bumped up the messaging around staying home if you're unwell and how to reduce the spread of germs in the workplace. (Hand washing/sanitizing, sneeze/cough into your arm or elbow, not your hand, etc)
What recommendations can you share with others who are looking for ideas on what they can do to help manage the effects of the virus on their business?
Plan to deal with the problem before it occurs. Almost everyone has a disaster plan, go through it and identify any gaps this situation might introduce and fill those gaps in before you have to enact the plan. (Laptops, softphones, USB headsets) Communicate often and transparently with employees about what you're doing to manage the situation.
If you operate a center - has call, email, chat traffic increased, decreased or stayed the same since the virus emerged? AND, if its changed up or down how? and how have you managed the change?
We have seen no variance to the expected contact levels since the virus emerged.
Before the virus hit, did you have an emergency plan should something like this happen? and if so, did your plans work as expected?
Thankfully the virus has not hit us yet.
If you can add some notes about your business to help readers understand what your center and/or company does, please add them here.
I manage a customer care contact center which provides technical and practical support to software users.
Lastly, any other comments or opinions you can share about the effects of this virus on your business or the people working in your company?
Our thoughts and prayers are with all those affected.
Published: Friday, April 24, 2020
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