The COVID-19 health crisis has reshaped the business landscape and the world of work. In contact centers, more employees than ever before now work remotely while customer expectations have risen to their highest levels since Internet connectivity and the smartphone revolution first transformed everything.
It’s been a difficult year and yet the challenges have made it a game-changer that has caused the industry to innovate at a precipitous rate – and there’s no going back.
As 2020 draws to a close and we wave goodbye to a year of unexpected lessons and change, it is the perfect opportunity to take a step back and learn from the past, then move ahead with renewed confidence.
By far the biggest takeaways from 2020 are:
With these lessons in mind, next year promises to be a fine balancing act between motivating the workforce while delivering optimal operational processes and even better customer experience (CX). Here are three predictions for 2021:
What does 2021 have in store for you? For more information on where we are going and what we are thinking, download Calabrio’s latest report “Embracing the evolving world of work.”