Covid-19 Has Speeded Up Contact Center Digital Transformation


The impact of the Covid-19 pandemic on the contact center market has been dramatic. The situation revealed a clear divide between those businesses that had invested in a digital-first, cloud-based strategy and those that had maintained a more traditional on-premise approach, with the former finding it much easier to cope – although many on-premise suppliers “were quick to offer their customers trial cloud licences for free for up to 90 days, so they could get up and running quickly, with the hope they’d stick”.

As for the shift to home working, it has given contact centers an opportunity to introduce more flexible shift patterns – although there is currently a growing realization that while being based remotely works for some employees, it does not work for others. The University of Huddersfield and UK Power Networks are two organizations that reacted quickly to these trends and are now reaping the benefits.

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