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The State of the Contact Center
Embracing the Evolving World of Work
How leading contact centers are turning forced changes into future-ready strategies
Read the guide to how contact centre managers can embrace the continually evolving world of work:
A rapid readjustment in Customer Experience
The pandemic changed both major and minor elements of everyday life, including how customers interact with businesses and brands. Not surprisingly, their expectations for customer service interactions have also evolved.
Envisioning the Contact Center of the future
The timeline on the recovery of industries and stabilization of markets is uncertain. But it’s clear that the typical contact center of 2021 (and beyond) will look much different than it has for the last decade.
Leading in the evolving world of work
The COVID crisis forced profound changes. Contact centers should take pride in successfully adapting and surviving. But now is the time to move from a conservative, reactive stance to a proactive, strategic approach to leading in the evolving world of work.
Other resources
Whitepaper: Remote Working - The New Normal
Case Study: npower Covid-19 Response
Case Study: Polygon Covid-19 Response