The ‘new normal’ has brought new challenges for contact centres. As companies around the world transitioned to remote working during 2020, contact centres dealt with surging call volume, new security threats and remote work compliance challenges, all while trying to maintain the high levels of customer service and satisfaction their customers deserve.
Most companies have adapted to this new world of remote working but going forward contact centres must be designed with an eye to the future. This will help ensure they can continue to provide the same levels of security, compliance and customer service, no matter what that future may hold.
Read the full blog here for the five recommendations for where enterprises should focus.