COVID-19: A Catalyst for Change in the Contact Center

June 8, 2020


With COVID-19 causing mass lockdown across the UK, nearly every single organization has been required to send its employees home to work remotely, or face having to close business operations entirely. There is no escaping the monumental impact that COVID-19 is having and will continue to have on both individuals and businesses on a global scale.

From grandparents using Zoom for the first time, to legacy-reliant organizations modernizing in the cloud, there is a huge wave of ‘digital acceleration’ building towards a ‘new-normal’. We are now seeing efficient remote working across industries that previously thought it impossible, as well as the clear environmental benefits resulting from this. Work-life balance may be somewhat strange, but employees are now being trusted more openly by their employers to work from home in an environment that suits their needs.

In light of this monumental shift to remote working and cloud-based technologies, the long-term effects of COVID-19 as a catalyst for change in all aspects of life will be profound. In this article, Martin Taylor, Deputy CEO at Content Guru, discusses one particularly strong instance of this: the contact center industry.

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