The Impact of and Opportunity for Virtual Agents on Call Center Outsourcers
Xaqt
JUNE 1, 2020
Contact Centers spent of much Spring 2020 scrambling to shift agents to work-from-home or bring agent seats back onshore from locations where at home agents simply weren't feasible due to lack of critical infrastructure. We've seen this before The Dotcom bust coupled with 9/11 was a cataclysmic event for outsourcers in 2000 and 2001.
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