How COVID19 Enabled Contact Centers to Right the Wrongs of Their Past, Leading to a Path of Improving Customer Experience
By Dan Berman, Founder and CEO of Concentra Solutions, Inc. “The farther back you can look, the farther forward you are likely to see.” – Winston Churchill COVID19 forced contact centers to do things differently, such as center-based vendors moving to a ‘Work from Home’ model. While developing our future plan, Concentra Solutions looked…