Trends Report

Streamlining The Contact Center For The New Normal

Tactical Recommendations For Contact Centers In 2020

August 20th, 2020
With contributors:
Ashutosh Sharma , Sukriti Dangi , Kara Hartig


Contact centers were among the most-affected functions by the COVID-19 crisis. As business process outsourcing (BPO) providers transition through recovery, they realize the pandemic has delivered lasting impacts on their business and challenged traditional operational strategies. This report gives customer service leaders tactical recommendations for planning and restructuring their contact centers to operate in the new normal.

Want to read the full report?

Contact us to become a client

This report is available for individual purchase ($1495).

Forrester helps business and technology leaders use customer obsession to accelerate growth. That means empowering you to put the customer at the center of everything you do: your leadership strategy, and operations. Becoming a customer-obsessed organization requires change — it requires being bold. We give business and technology leaders the confidence to put bold into action, shaping and guiding how to navigate today's unprecedented change in order to succeed.