Managing a Customer Service Team in a Global Pandemic

Presented by

Ian Crabb, ClearView Continuity; Kristen Agnelli, Software Assurance; Gabe Larsen, Kustomer

About this talk

It’s pandemic times like these that test your readiness to respond. And not only respond to your customers, but also to your teams, your board or your investors. Learn how you can best prepare now and leverage these learnings to continue to be operational even after disasters strike. These tools will help to shrink recovery time and reduce business losses. Ian and Gabe will address questions like how to: - Cut through the “noise” and make informed and effective decisions - Set up a management process for an ever evolving situation - Protect core services and what is needed to manage the supply chain - Understand the importance of using alternate staffing arrangements like remote working, continued skill building and productivity in order to protect the health and well being of staff

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Kustomer is the omnichannel SaaS platform reimagining enterprise customer service to deliver standout experiences - not resolve tickets. Built with intelligent automation, Kustomer scales to meet the needs of any contact center and business by unifying data from multiple sources and enabling companies to deliver effortless, consistent and personalized service and support through a single timeline view. Today, Kustomer is the core platform of some of the leading customer service brands like Ring, Rent the Runway, Glossier, Away, Glovo, Slice and UNTUCKit.