History usually unfolds in tiny, imperceptible increments. It is a rare event that changes civilization – suddenly, visibly, irreversibly – but that is what we have witnessed over the last few years. Now, nearly every facet of society has shifted, from personal relationships to giant government bodies to the inner workings of business – with previous behaviors and ideas becoming extinct, and new norms quickly replacing them.

It is no surprise then that the traditional climate of the contact center has changed, and agents have been left in uncharted territory. For brands and organizations to thrive, they must deliver the best possible customer experience – and agents must be prepared and well-positioned for what that means in this changed reality.