Life in the contact center can feel like a collective emotional journey, and that was never more true than in 2020. You and your customers rode the waves of the uncertainty that defined the year. There was disruption like never before. Contact centers had to adapt quickly to serve customers who were anxious and seeking help. Contact center traffic was also inconsistent and unpredictable. Combine this with the need to suddenly disperse the workforce to their homes and it was a rollercoaster of a year! Ready to prepare for the unexpected? Here are five ways to plan, prepare and provide for your contact centers, your agents and most of all, your customers.