The Contact Centre of 2030 can’t wait, it’s now…


The Contact Centre of 2030 can’t wait, it’s now…

Contact centres are often on the front line of a nation or global crisis. We explore how recent events are triggering a rethink of the purpose of centralised contact centres and a shift toward adaptable operations and digital channels.

The COVID-19 crisis has disrupted all aspects of life, and contact centres – as the first point of contact for a wide range of issues - were among the earliest and hardest hit. Calls, chat messages, and emails came pouring in as people around the world scrambled for information and help with everything from medical advice and rearranging travel plans, to filing for unemployment benefits and obtaining emergency loans. Meanwhile, contact centres found themselves crippled by COVID-related challenges like employee illness, social distancing requirements, and global disruption of offshore operations. This triggered widespread contact centre service failures, including endless busy signals and days-long hold times.

Today - months into the pandemic - contact volumes and wait times remain high in many sectors. But conditions are in some cases stabilising, and contact centre leaders are starting to think about the future - reviewing their operations to try and avoid similar disruptions when the next crisis hits.

We believe this is a prime opportunity for organisations to take their contact centre capabilities to a much higher level. Organisations that simply tweak what they were doing before COVID may be missing out on the chance to shift to more adaptable and resilient ways of working. Learn more by downloading the full article.

Published: May 2020

Contact Centre perspective

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