No one could have predicted the start to the decade that we have had. The impact of Covid-19 has been far reaching, with almost no business left unchanged in some way. What has been interesting to see is the emergence of radical working practices, with entire industries moving into new ways of working that would previously have been regarded as unthinkable.
The contact centre business has seen some startling changes occur at lightening speed. In our latest content piece, produced with input from Mike Smith, COO at The Modular Analytics Company, we explore some of these changes in depth, as well as looking at what this means for the future.