Research Overview

Frost & Sullivan surveyed 661 IT decision-makers around the globe to IT/Communications to gain a deeper understanding of the impact of COVID-19 and their plans to exceed CX expectations as the world recovers from the pandemic.

COVID-19 accelerated the move towards self-service, allowing many companies to invest in technology that deflects calls/live chat but still improves the customer experience (CX). Voice continues to lead, but self-service channels such as virtual agents and IVR will be heavily supported over the next year. restructure their organizations to take advantage of new resource pools and longer tenures. COVID-19 forced organizations to reallocate resources quickly, revealing another aspect of contact center operations that needs attention. Employees had to be trained on new tasks quickly, and some companies did not have the solutions in place to do so.

In an industry accustomed to attrition, many companies realize the value of agent retention. They are investing in tools that allow younger generations, gig workers, “retirees,” along with those enlightened by the new COVID-driven work-at-home culture to attain the flexible schedules they want. Companies across regions recognized that agent performance improved when they moved to work from home. This study explores differences in countries with a large number of contact centers.