Research Report: COVID-19 Impact on Contact Centers

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In May, 2020, The Taylor Reach Group conducted a research study to better understand the impact of the COVID-19 pandemic on contact centers.

137 contact center organizations participated in this study, and shared their experiences related to the impact of COVID-19 on their centers, Work-From-Home (WFH) initiatives, economics and the challenges experienced, an their future WFH plans.

In this special report, we share The Taylor Reach Group's findings and observations, and our perspective on the future of WFH and bricks and mortar contact centers.

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