The sudden emergence of COVID-19 is requiring that brands move at unprecedented speed to serve their customers with quality while caring for their employees with compassion. Brands are required to re-evaluate how contact centers are leveraged, how contact center employees deliver quality customer experiences, where contact center employees work, and how digital channels can be used to support the increase in contact center volume. Leaders must make swift, insight-informed decisions to support their contact center employees while maintaining and earning customer trust.

The emotional state of consumers and businesses adds to the challenge. But the combination of fear, uncertainty and frustration presents brands with both new risks and opportunities. Providing compassionate customer service will likely generate an outsized increase in positive brand perception and customer loyalty post-crisis. Conversely, inaccessible, ineffective or uncaring responses are likely to drive an equally pronounced negative reaction.

During times of crisis, contact centers are crucial. Customers prefer live interaction when they want answers to urgent and complex issues: