The New Knowledge Management Required for Customer Service in the COVID Era

COVID-19 has triggered a tsunami of demand for customer service. A flood of questions about payment deferrals, paycheck protection programs, COVID-19 infection, stay-at-home directives, shipment status, and more, are overwhelming contact centers, which are struggling to keep up.

For example, I called a retailer’s customer service , and was pushed to voicemail. I left a message, but never heard back. I then sent an email to them. Same result! No wonder customers are getting frustrated with many switching to competitors, something businesses can ill-afford at this time of economic uncertainty.

Register NOW for London's KMWorld Europe 2026 at the early bird rate.Early bird offer ends 13 March.

The New Knowledge Management Required for Customer Service in the COVID Era

Register NOW for London's KMWorld Europe 2026 at the early bird rate.
Early bird offer ends 13 March.