"It’s unusual that a company puts so much focus on personal service. Henrik, my contact at Telavox, knows so much about the company that he practically feels like a colleague. It’s comforting to know that he’ll answer quickly and understands my problems straight away. You develop a completely different dialogue …

“So far, we haven’t changed our telephony routines since we’re still open as usual. If anything has to be changed, I can just as easily do it at home. Some customer service employees also work remotely. They’ve brought their headsets and use the softphone and the desktop app at home. …