Over the last 18 months the customer service industry has been turned entirely on its head. With an increased focus on online operations, organisations have been forced to recalibrate their customer service model – relying on remote interactions as opposed to in-person moments – with the contact centre at its heart.
The contact centre has had to undergo its own revolution in this period – adapting to the changing restrictions in workplaces, as well as increased demand from customers. The contact centre as we traditionally know it has had to adapt – and fast – to keep pace with a rapidly changing set of circumstances.
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Head of Consulting
Read the full article on MyCustomer, looking at the biggest changes in the contact centre industry over this period and their long-term impact.