DMG Consulting’s 2020-2021 Cloud-Based Contact Centre Infrastructure Product and Market Report presents a comprehensive and authoritative analysis of all aspects of the cloud contact centre sector. In addition to analyzing the competitive landscape, market share, business, and technological trends it also includes insightful discussions about the impacts of the COVID-19 pandemic on contact centres.
No one knows what the “new normal” will be once the pandemic passes, but contact centres will have to adapt again when the time comes. DMG expects WAH to be a common practice for the next few years, even once there is a vaccine and people feel comfortable coming into an office. However, some organizations will insist that agents work from the office, and still others that give their agents the choice of working in the office or remotely. It is a given that the rules have changed, and both companies and employees have options that didn’t exist in the recent past. The companies that are going to survive and thrive are those that are building a new strategy to set the stage for a future that will allow them to use and apply what they have learned during the pandemic. One thing is for sure – cloud-based contact centre solutions will be instrumental.