DATAMARK recently published an article tackling “The Future of Contact Centers in the COVID-19 Era”. It explores the contact centers essential role in light of the quarantine and social distancing, and how businesses should adapt to keep up with the evolving customer needs. For instance, companies received a massive influx of customer contacts when the pandemic began, which was initially seen as a temporary shift. However, the observation is that people have already adjusted and prefer the contactless experience. They would reach out to a contact center even though they can visit the business in person.
