Everyone is anxious to return to normal life, but some things have changed since the start of the pandemic and might never go back to the way they were — particularly in the contact center space.
Looking back at the last 18 months, the early days of the pandemic seem like a distant memory. For contact centers, they scrambled to support teleworking while dealing with explosive growth in call volumes. During this time, organizations often implemented solutions that could be spun up fast without regard for long-term initiatives, strategic thinking, or process changes required to compliment the new technology.
