Ready to transform crisis into opportunity? In this episode, we promise to arm you with practical strategies and cutting-edge tools to navigate the choppy waters of crisis management in contact centers. We use our insights and experiences to illuminate the potential of modern Customer Experience tools to mitigate such crises. With our guidance, you'll learn about setting up minimalistic self-service websites, deploying AI chatbots to deliver vital information, and strategizing to handle customer complaints effectively. We don't stop there! Harnessing social media during crisis communications can significantly make a difference. Listen as we unfold various social media strategies, right from TikTok Lives, Q&A sessions, to effective email campaigns. We also delve into the mechanics of adjusting IVR systems, routing calls to BPOs, and utilizing analytics. We shine light on the importance of maintaining consistent messaging for an enhanced customer experience. By the end, you'll be equipped with the knowledge to not just survive a crisis, but to leverage it for growth. So sit back, and let's change the game of crisis management together!We're gearing up to launch OttoQA, the game-changing QA automation tailored for smaller contact centers. But here's the twist — we want you in our inner circle before anyone else. Sign up at ottoqa.com with your email, and you'll dive deep into our exclusive Discord, join insightful industry AMAs, and be first in line for beta testing when Otto rolls out. Be part of our pre-launch excitement and help shape the next big thing in QA!Follow Tom: @tlaird_expiviaJoin our Facebook Call Center Community: www.facebook.com/callcentergeekConnect on LinkedIn: https://www.linkedin.com/in/tlairdexpivia/Follow on TikTok: https://www.tiktok.com/@callcenter_geekLinkedin Group: https://www.linkedin.com/groups/9041993/Watch us: Advice from a Call Center Geek Youtube Channel