The “Better Normal”: A Preparedness Guide for Work-at-Home Call Center Operations
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The “Better Normal”: A Preparedness Guide for Work-at-Home Call Center Operations

While business continuity plans exist for nearly every company, most were still caught by surprise by the onset of COVID-19 and the myriad impacts that accompanied it. Many organizations will regain their footing and be successful. Others can expect a more disappointing future. The difference between the two will be determined by the changes they make to their preparedness processes.
Although the “new normal” has been a widely accepted descriptor of our changing times, companies making significant adjustments to their operations are preparing themselves for another phase, or a “better normal,” which will sustain their operations well beyond this initial crisis and pave the way for organizational success.