Blog Posts Process Management

Contact centers reacted to Covid-19 quite well. Its now time to institutionalize the best practices.

Blog: Forrester BPM Center of Excellence

I have had the opportunity to get up close and personal in managing crises at contact centers. In my view, most contact centers dealt with Covid-19 challenges with an amazing tenacity and resourcefulness in solving for people, technology, and business continuity. They also reacted with a lot of agility in supporting client requirements despite lockdowns […]

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