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What’s the post-Covid operating model for contact centres?

A couple of weeks ago HGSGraham Brown,Colleen McCann and Izzy Arlott described to me and the Contact Centre Panel team how they are already committing to a very different post-Covid operating model.
The new operating model has an on-trend name, HGS Work Cloud, but involves some significant, real-world changes, too. Moving to a new location in Chiswick, HGS’ new space is just one third of the size of the old one – but will also have less that one fifth of the seats.
So, when HGS’ staff – and its clients – are on-site they will have more space and better facilities, but they will do so on rotation, maybe one day per week. A very different way of working to how HGS delivered contact centre services before Spring 2020
As McKinsey‘s research shows that over two-thirds of firms aren’t yet prepared for a post-Covid hybrid future, are HGS trail-blazing and seizing a first mover advantage?

What are other BPOs and outsourced customer management providers planning and doing post-Covid?

(When we posted this on LinkedIn we got some interesting answers to that question)

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