It’s not an exaggeration to say that communications technology has kept many workplaces operating during the pandemic. This has been our industry’s moment to shine, and communications technologies have provided a rare ray of light in an otherwise awful situation for people in both their work and personal lives.
The most obvious example is the video meeting, of which the examples are too numerous and familiar to mention. Contact centers have also been able to take advantage of improved technology to offer better, more personal and effective service, often in situations of real distress for customers (think financial institutions and health care companies).
