Nearly 100 people were infected with coronavirus in a Seoul call center, forming the biggest COVID-19 cluster to date in Seoul, South Korea.

Call centers are literally a hotspot for infectious outbreaks because they typically have large numbers of people on a single floor.

Many businesses have already asked their staff to work from home to reduce the potential spread of the coronavirus amongst their employees. Last Friday, March 13, Cloudflare's co-founder and CEO Matthew Prince sent out an email to all its customers noting a 10% increase in Internet usage patterns in regions impacted by COVID-19. Peak Internet traffic has surged 30% in Italy which has had a national lockdown.
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If your system does not allow your employees to work from home, you have to figure out a contingency plan so you can continue to monitor your employees and route calls even when they're at home.

If you regularly analyse customer data, you’ll know how challenging it is to interpret them.

Businesses receive tons of customer data through phone calls and focus groups. Many also don’t know how to make sense of the data because speech simply can’t be nicely fit into spreadsheets or dashboards.

That’s where speech analytics come in.