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How 2020 Changed The Call Center Landscape - Free Work from Home Guide!
Submitted by CallShaper

October 1, 2021

Free Work from Home Guide!

How 2020 Changed the Call Center Landscape


Like virtually every industry, the call center community was directly impacted by the COVID-19 pandemic. When offices everywhere were forced to shut their doors and send their employees home call centers followed suit, hopeful that agents had the tools they needed to continue to do their jobs efficiently and effectively. Whereas prior to 2020 there was still a split in the industry in terms of preference between cloud-based and premised-based dialers, at the start of the pandemic those companies that used cloud-based dialers were able to race ahead of the pack and shift the landscape of the call center industry.

A year later, with thousands of employees still working from home, we are taking a look at the factors that optimize a call center agent’s work from home experience and how to make the pandemic-induced business model a sustainable option going forward.  

Download the CallShaper Working From Home in the Call Center Industry Guide here:

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