The COVID-19 pandemic has caused unprecedented disruption to industries around the world, and the call center industry is no exception. Call centers are seeing spikes in call volume and trying to understand how to keep staff safe and productive. Companies are looking for fast solutions that will support changing needs during the pandemic as well as long term strategies that will ensure their call center is ready for any future crisis.
There are still a lot of questions about what the future holds, but it is clear that having the ability to supplement live agents with remote agents or even virtual agents can be beneficial during times of crisis.
Read the blog from Peter Low, Senior Account Executive of Bright Pattern to understand the ways you can supplement your call center during this pandemic as well as in the future if the need arises.