Trends Report

Forrester’s 30-60-90-Day COVID-19 Response Plan For Customer Service — New Labor Models Change The People Equation

May 8th, 2020

Summary

The COVID-19 crisis has strained contact center agents forced to shift to working from home; coming out of the pandemic, brands will need to focus on reducing those pressures. Over the long term, treat this crisis as an opportunity for a blank slate: Design the ideal remote workforce, workflow, and work styles, rather than just replicating what you had in your brick-and-mortar contact centers.

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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.