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The COVID-19 contact centre revolution

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Our snapshot survey of contact centres and their response to #covid19 has shown:

- A 40-fold growth in homeworking

- 30% of centres experiencing massive changes in contacts - both increases and decreases

- Contact centres recruiting at over twice the rate of the wider economy

- Changed customer behaviour and expectations

- First-hand comments and feedback from contact centre leaders

and plenty more.

Read the full report here:

Hear more from the DMA

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