Apr 13, 2020

Frontline lessons: Providing outstanding customer service amid the COVID-19 crisis

As we confront the reality of evolving our personal, professional, and organizational lives in the face of pandemic conditions, we must continue to keep our businesses running and our customers satisfied.  While many organizations have invoked their business continuity procedures, many did not account for the magnitude of the transition to remote conditions over an extended period. Combining a near 100% remote workforce with the physical quarantine of employees, COVID-19 highlights the need to evaluate our collective organizational resilience continuously.