Coronavirus and the Financial Services Contact Center

Coronavirus and the Financial Services Contact Center

As coronavirus (COVID-19) continues to affect the financial services sector, it’s a good time to look at how the industry is able to adapt to the changing business landscape. From March 18th to March 20th, we held a town hall to look at the impact of COVID-19 on contact centres for financial services. At the time of the survey, two-thirds of the offices surveyed were still open, with measures being taken to ensure safety, such as physically spacing contact centre representatives (CSRs), additional sanitization, and asking CSRs with remote capability to work from home.

Although recent years have seen a trend […] Read more