The Pandemic Broke the Old Model of Customer Care. Here’s the New Landscape | In the News

The global pandemic pushed business relationships to the brink — consumer hypersensitivity left shelves bare, our supply chains were disrupted, and we sent our employees to work from home. Within the contact center industry, the downstream impacts directly affected businesses’ customer care models.

The industry, however, is not back to where it was pre-pandemic, and it might never be. In their Customer Experience Management State of the Market Report (2021), Everest Group reported that the percentage of agents working at home grew from less than 10% in 2019 to as much as 80% during the height of the health crisis.

Read more in ICMI’s website

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