Description
A year ago, the challenges for Contact Centres were based on the principles of reliability, price and omnicality. With the arrival of COVID-19, companies have felt the need to become more efficient, consumers have almost been forced to change their behaviour by using more remote and digital channels and changing the way they look at companies, reinforcing their level of demand, because with all the information available, digital literacy is also increasing.
After all this instability, we highlight the 5 biggest challenges for Contact Centres: Customer Journey, Personalisation, Teleworking, E-commerce, and the Digital World.
