This report is your guide to navigate this difficult climate by successfully engaging customers, delivering customer experience, and continuing to engage them in the future whether in economic turmoil or not. Topics in this report includes:

• 5 crucial focus points to invest in to become a customer centric organization during a crisis
• Why organizations need to establish agility as a fundamental quality
• The importance of empathy to drive a more mature workforce now and for the future What is a super channel and is it better than omnichannel?
• Insight into peak operational readiness and business continuity planning
• How to maintain engagement and nurture culture when agents go remote