2020 Survey Report: What Contact Centres Are Doing Right Now


2020 autumn survey report

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2020 has been an extraordinary year, the most challenging year that many contact centres will have ever faced and a year in which the industry has changed at an unprecedented rate.

For these reasons, this year’s version of our annual “What Contact Centres Are Doing Right Now” survey has produced some unexpected results.

As always, the aim of the survey was to capture a snapshot view of what contact centres are doing right now – and how things have changed!

The survey was circulated amongst Call Centre Helper readers throughout September and October 2020, 310 contact centre professionals took part, and we are delighted to share the results with you.

A Call Centre Helper Research Paper sponsored by: Business Systems, Jacada, Voci Technologies and Vonage.

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Published On: 1st Nov 2020 - Last modified: 26th Oct 2021
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