Initially, the availability of effective contact channels was a primary need. In that phase, accelerating implementation of different virtual communication solutions was our focus. There was a second stage, where making essential services available for excepted activities made the difference. In the third phase, the return to a “new normal” (a previous unknown) generated enormous challenges, especially considering the health situations experienced in the various regions. Undoubtedly, many external factors impacted the different players to greater and lesser extents, depending on the business model. This led us to be creative in the search for new solutions to maintain excellence in a new framework of customer expectations. How was the experience of working with the Atento@home telecommuting model? Looking back at that “turbulent” 2020, what seemed impossible became not only achievable but also an enormous opportunity. Had this global phenomenon not occurred, we would undoubtedly have spent months working together to achieve these changes in the way we work partially. The results were overwhelming: at first, the main indicators were destabilized. However, in the very short term, not only did they stabilize, but we reached levels of satisfaction never before experienced in our industry. What lessons did you learn from the rollout? There were many lessons learned. Fundamentally, we confirmed that there are no obstacles impossible to overcome and that we must question the paradigms that for We confirmed that there are no obstacles impossible to overcome The results were overwhelming. We reached levels of satisfaction never before experienced in our industry