When a crisis or product recall strikes, it often brings a surge of consumer contact volume that can overwhelm even the most prepared contact centers. However, moments of crisis are also opportunities—opportunities to showcase your brand's commitment to customer care, build trust, and solidify consumer relationships. Drawing on years of experience managing millions of crisis-related consumer interactions for Fortune 500 CPG companies, this session explores a proven framework to effectively navigate recalls and crises while turning them into touchpoints that strengthen your brand.

This session will include a live demonstration of a "recall-ready" automated chatbot that contact centers should have at the ready for rapid deployment. We will also dive into best practices for crisis planning, and why thoughtful post-mortem analysis is critical to long-term success.

Presentation Description:
Handling sudden spikes in consumer contact volume during crises and recalls doesn't have to mean sacrificing quality of care or losing consumer trust. In fact, some of the world's most trusted brands have turned crises into opportunities for connection and loyalty. This session provides actionable insights and strategies that contact center leaders can implement before, during, and after a crisis.
Highlights of the session will include:
• Pre-Crisis Preparedness: A discussion on the essential planning steps every contact center should take to stay ahead of potential crises, including the creation of a recall-ready automated chatbot designed to handle high volumes of inquiries with speed and accuracy.
• Crisis Response in Action: A live demo of how an automated chatbot can streamline operations during a recall while maintaining a human touch through seamless escalation to live agents.
• Leveraging the Post-Mortem: How to conduct post-event analysis to identify lessons learned, strengthen processes, and enhance both customer experience and operational readiness.

Takeaway

Participants will leave the session with:
• A robust framework for managing crisis and recall situations, based on insights from millions of crisis-related consumer interactions.
• Practical tools for creating a recall-ready automated chatbot, including must-have features and best practices for deployment.
• Strategies for turning crises into opportunities to strengthen consumer trust and relationships.
• A detailed checklist for pre-crisis planning that mitigates risks and ensures operational readiness.
• Guidelines for conducting meaningful post-mortem discussions to improve future crisis handling.