It has been a challenging four months in the contact center and CX industry, with news coming out every day on the successes and failures to control the spread of the COVID-19 virus. Businesses, from small and medium to the largest enterprises in the world have had to scramble to keep up with new government mandates, financial instability, uncertainty in every realm of life, and recovering after having to put in place plans that go beyond traditional Business Continuity Planning.

The best laid plans of businesses, government organizations and more have been stress-tested beyond anything we could have imagined, and to add insult to injury, contact center volumes are rising given the amount of uncertainty and confusion.

The dust is starting to settle on the emergency moves made to keep communications and services flowing, and even as we believe we are starting to see an end in sight – as hot spots pop up across the U.S. and across the globe, it seems impossible to keep pace as this pandemic is far from over.