The coronavirus pandemic has pushed IT leaders to move at breakneck pace and accomplish objectives they never conceived likely, let alone possible. Perhaps nowhere has this been more acute than in the call center.
T-Mobile, for instance, sent 12,000 customer representatives located in 17 call centers around the globe to work from home in the wake of the pandemic, says Cody Sanford, the telecommunications company’s CIO and chief product officer. The shift, which took two and a half weeks to complete, required painstaking procedures to “hygienically” ship hardware and software to employees’ residences, a task Sanford describes as one of the toughest rapid-fire turnarounds during his tenure as CIO. “We had to rebuild our entire customer care operations forensically,” Sanford tells CIO.com.
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(Insider Story)
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Source: News