Author(s): Myriem Zine El Abidine, Slaoui Samira
The real challenge of any crisis is to turn an obstacle into an opportunity; this managerial agility is not given to everyone and depends on several criteria, especially if it is the systemic shock of the Covid-19 pandemic, with unexpected and profound consequences on the health of markets and companies as well as customer demand. The agility that requires acting in an emergency and managing unforeseen. This research looks at a case study of an exploratory investigation of a Morocco-based multinational firm specializing in customer relations (WEBHELP) also which has a head start because it has been able to adopt the four dimensions of agility as well as telework. The culture that goes with to analyze through the various systems and tools put in place to fight against this unprecedented storm especially in its innovative and exceptional combination between the social, digital and managerial dimensions.