The Future of the Call Center, article by Alan Murray and David Meyer

Is the call center dead? That’s one of many interesting questions COVID-19 has raised about the future of work. It’s been two decades since I first heard an enthusiastic telecom CEO talk about how call center workers would soon work from home. But now, because of COVID, it has finally happened. And according to a J.D. Power study out today (CEO Daily got an early peek) 86% of 124 customer service organizations surveyed say they plan to implement permanent work-from-home models even after the pandemic passes.

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