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Main concerns and growth of the Contact Center and BPOs sector

This eBook was prepared based on the study carried out between GoContact and CGI to research the changes that occured after the pandemic in the needs of Contact Centers and BPOs.


After a few years of uncertainty and instability due to the pandemic, companies feel this uncertainty and lack of stability in their business, and this is the main concern. This situation made them face some difficulties in relation to growth, gaining new customers and understanding the behavior and needs of customers and markets.

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