Traditional contact centers were not designed to handle the overwhelming volume of calls that flooded healthcare organizations, government agencies, and many other industries during the global pandemic. To handle the surge of urgent requests, contact centers must rethink how they manage interactions across channels to deliver prompt and seamless service in times of crisis.

This ghostwritten blog post for CBTS explains how contact centers can transform their approach to keep up with pandemic-level call volumes by leveraging the efficiencies of unified communications.

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