The Changing Landscape – Contact Center Operations after COVID19

Ted Fortezzo, Panelist - Recorded Session


Contact Center Operations, especially centers run by major enterprises and BPO’s have traditionally been firmly anchored in the “bricks and mortar” model and have maintained large Contact Center facilities across the United States and throughout the world to provide voice, email, chat and social media support services.

While many have deployed virtual home-based agents as part of their workforce, these groups have been smaller teams and represent a small percentage of the overall Contact Center operation. In recent years some enterprises and BPO’s have emerged with fully virtual, purpose-built Contact Centers designed specifically to remotely recruit, train and operate. Others have deployed hybrid models incorporating a mostly home-based workforce with a smaller “bricks and mortar” presence.

Since March 2020, Contact Centers across the world have been forced to almost instantly deploy all teams and agents to a completely virtual model.  Hear from industry experts, how this is impacting the Contact Center industry and what their predictions are for what will come next.

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