Contact centres during Covid-19 – Snapshot survey results
At the end of March we issued a brief, anonymous survey for contact centre leaders to share how they were coping with the inset of coronavirus. Their responses to questions about:
- Demand levels
- The shift to homeworking
- Employment – furloughs, redundancies and recruitment
- Staff absence
were fascinating – and supplemented by some great first-hand observations and stories from the customer contact ‘front-line’
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