The one-two punch of a rapid and unprecedented shift to remote work and dramatic fluctuations in customer support demand left many organizations reeling. . . . “There was a different set of challenges for those with in-sourced contact centers and those working with partners. However, no one had a pandemic scenario in their business continuity plans in which the whole globe would shut down,” says Shirley Hung, a vice president with Everest Group. “The biggest challenge was organizations being able to move fast enough.”
