89% of UK contact centre leaders say COVID-19 has changed the UK contact centre industry forever. This change affected agents on the frontline, the customers they serve and even the colleagues that work for other parts of the organisation. How have contact centre managers and their teams made it through all of this?
Research from RingCentral and the Contact Centre Managers Association looks at:
- How leaders addressed problems like internal alignment, growing customer expectations and increasing pressure on the frontline.
- The issues legacy communications platforms caused as workforces switched to remote, such as app overload, and how to build a case for the ROI of investment in new technology.
- What contact centre managers can do to influence the organisation to prioritise changes large and small.
In this research, you will likely find things that you recognise from your organisation. Download a copy for helpful advice and actionable steps that guide you through how to manage any change your contact centre may be facing.