How has COVID-19 impacted contact centres and how can they succeed in the new marketplace?

Business & Technology Insights from Capgemini
09/02/2021 24 min Episodio 280
How has COVID-19 impacted contact centres and how can they succeed in the new marketplace?

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Episode Synopsis


As the pandemic hit, many contact centres faced dizzying demand as queries sky-rocketed, whilst some have seen demand virtually disappear. In this episode of the Customer Perspective podcast, Bastien Chicha is joined by fellow Customer Transformation experts Anna Kelshaw and Sajidah Albayram. Tune in to hear their perspectives on how COVID 19 has impacted contact centre operations across different sectors, as well as the effect on customer engagement strategy and focus areas for the future.

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