The outlook for 2022 – the top trends that will shape the future of contact centers

With contact centers often employ hundreds of agents, the risk of exposing them to the coronavirus is the main reason why most have not returned to normal operations. In fact, the homeworking model, which was the most noticeable development since the beginning of the pandemic, looks like it is here to stay.

Hybrid working is here to stay

Before the arrival of Covid-19, only 3.8 per cent of the UK’s 812,000 call center workers were based at home, according to research group ContactBabel.

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