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by Doug Segrest
When the world turned upside down, JT Karney knew where to turn next.
The Technology Services group manager at Regions Bank, Karney showed up for work on March 12, 2020. A day later, the severity of a global pandemic became apparent and the Regions Technology team suddenly had to figure out how to let Contact Center agents work from home.
The Contact Center is the lifeline for Regions' customers throughout 15 states. Pre-pandemic, teams operated out of various brick-and-mortar facilities. But in the new normal, the teams had to provide the same technology and support from home.
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