{"id":14935,"date":"2020-12-16T14:34:23","date_gmt":"2020-12-16T14:34:23","guid":{"rendered":"\/gb\/en\/blog\/?p=14935"},"modified":"2023-01-16T17:31:03","modified_gmt":"2023-01-16T17:31:03","slug":"virtual-contact-centre-customer-service-strategy","status":"publish","type":"post","link":"\/gb\/en\/blog\/virtual-contact-centre-customer-service-strategy\/","title":{"rendered":"Why a Virtual Contact Centre Must Be Part of Your Customer Service Strategy"},"content":{"rendered":"

Last year saw more contact centres than ever migrating to the cloud. The motivation is obvious and the stats are plain: in April 2020, 87% of contact centres were making use of home workers, compared to 26% in late 2019<\/a>.<\/p>\n

As many agents spent the year managing work and handling calls from the kitchen table, it\u2019s time for business leaders to take a step back and review the outcome of this massive, accidental business continuity experiment.<\/p>\n

Are virtual contact centres here to stay?<\/h2>\n

While many shifted away from a rigid office working model before any notion of a pandemic, some contact centre managers have clung to the familiarity of maintaining a physical office with the hope that bricks and mortar workspaces will be part of the \u2018new normal\u2019.<\/p>\n

However, those open to breaking the workspace mould for good may find that adopting an ongoing virtual model could have an assortment of benefits, not least the positive impact on customer service delivery.<\/p>\n\t\t