{"id":4445,"date":"2020-09-17T08:13:28","date_gmt":"2020-09-17T15:13:28","guid":{"rendered":"https:\/\/blogs.poly.com\/?p=4445"},"modified":"2020-09-17T08:13:28","modified_gmt":"2020-09-17T15:13:28","slug":"celebrating-change-in-the-call-center","status":"publish","type":"post","link":"https:\/\/blogs.poly.com\/celebrating-change-in-the-call-center\/","title":{"rendered":"Celebrating Change in the Call Center"},"content":{"rendered":"

This year marks the 25th UK National Contact Center Awards in association with the CCMA<\/a><\/span> (Call Center Management Association).<\/p>\n

Over time, we\u2019ve seen a lot of change in both the role of the call center and how they operate. In many cases, they used to be a distinct area of a business \u2013 separated physically, technologically, and culturally. Now, the call center has evolved to be integrated with the wider business, as organizations shift from seeing this as a cost center to recognizing the value of great customer experiences.<\/p>\n

THE ACCELERATION OF HYBRID WORKING ENVIRONMENTS<\/strong><\/h4>\n

The shift towards hybrid working models has been dramatically accelerated in 2020, driving forward the evolution of call centers and creating new challenges and opportunities to set up employees for success. The unfortunate COVID-19 pandemic has caused a reliance on call centers<\/a><\/span> while in-person and face-to-face services decline. This puts remote customer engagement in the spotlight \u2013 making it more crucial than ever that employees are supported with the right tools.<\/p>\n

The CCMA has been working closely with the Department of Business, Energy and Industrial Strategy (BEIS) to identify how call centers have been affected by COVID-19 and how they might be affected by future events. Their joint report, Voice of the Industry, Contact Centers Response to COVID-19<\/a><\/span><\/strong>, found that:<\/p>\n