2020/21 will remain memorable for the disruption caused by COVID-19 and most probably Brexit.
Contact centres have already been tested in terms of a frenzied pivot to homeworking and coping with significant fluctuations in customer demand. Digital first agendas have moved into the fast lane. Self-service and proactive customer engagement are being scaled to protect the limited availability of live assistance. And mental health is a trending concern for many, whether as a customer or employee.
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