Organizations had to move quickly to cope with the shock caused by the pandemic in 2020. They had to recreate their operations in remote form, using technology to extend into workers’ homes to stay open. In the process, this revealed that the tools and business practices traditionally used to run contact centers were out of date.
Sometimes a way of operating is successful enough that it persists via inertia even after it’s been superseded by what’s new. It can take a sudden black swan event like the pandemic to alert people to the gaps. For example, contact center infrastructure had been moving to the cloud for more than a decade, but slowly. Now in a flash, the cloud was the best (and sometimes only) way to support agents working remotely. This near-instant change in circumstances accelerated digital transformation projects and opened the door to making other fundamental changes.
