How do we prepare customer care for crisis situations and ensure our capacity to serve customers?
As of today, we all have at least two months of real-world experience in how we would handle a disaster. Some fared better than others. Some were able to do things previously thought impossible. Some temporarily lifted operational restrictions previously considered sacrosanct. But whatever happened, we all now know what we can do in the face of disaster and, we would wager, many in our industry have a much clearer view of what we should do to be prepared for the next disaster.
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