The future of the contact centre post Covid-19 – Coronavirus has forced unprecedented change upon the contact centre, testing every prior technology decision and tool in every organisations’ portfolio.

As conversations start to turn to life post Covid-19, we are being prompted to ask ourselves – both personally and commercially – what parts of ‘normal’ do we want to get back to? Will we see a return to business as usual with masses rushing back into the office or will this pandemic completely change the face of the industry and give rise to the virtual contact centre?

While every business is unique and there are many aspects to examine, there are three core areas in particular to consider: people (the driving force within the contact centre), process (the things that keep everything ticking), and finally technology (the tools that make such visions a reality).

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