Trends Report

Streamlining The Contact Center For The New Normal

Tactical Recommendations For Contact Centers In 2020

August 20th, 2020
Vasupradha Srinivasan, Principal Analyst
Vasupradha Srinivasan Principal Analyst
With contributors:
Ashutosh Sharma , Sukriti Dangi , Kara Hartig

Summary

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.

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