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Article : How COVID-19 Has Impacted the Progression of Contact Centres


Gary Williams, Director of Sales and Consultancy at Spitch, explores the impact of COVID-19 on contact centres and the consumer response during the pandemic

Before the age of landing pages, online forms, and pop-up chatbots, contact centres were the only way we could engage with brands and services. They were the cornerstone of the service industry, and in many ways they still are. According to HubSpot, 90% of consumers argue that one channel alone is not enough in terms of customer service, instead preferring an omnichannel experience consisting of email, live chat, social media and contact centres.

Contact centres have been at the forefront of advancements in customer-facing communication technology. They were the playground for breakthrough legacy technologies such as call routing and interactive voice response (IVR), always in the interest of providing a better, more streamlined customer service model.

In 2020, that customer-centric approach is more vital than ever. As we navigate the so-called ‘new normal’ brought on by the COVID-19 pandemic, we are seeing businesses rise to the challenge and adapt in unique ways. At a time when lockdowns and social distancing are part of day-to-day life, we are all leaning on the internet and contact centres a little bit more. In some ways, the pandemic has provided an ideal lens through which to assess the relevance and effectiveness of contact centres, particularly in terms of customer satisfaction and preferences.

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Keeping customers front of mind

Far from being the end of contact centres, the pandemic is acting as a catalyst for an evolution that was already taking place, with many embracing artificial intelligence and natural language processing (NPL) to help reduce overheads without compromising on service and in some cases, enhancing it. The key question then becomes, do these automation technologies hurt the customer experience or enhance it and what impact, if any, has the pandemic had on people’s interactions with contact centres?

In a recent survey, we asked respondents across Europe about their interactions with contact centres since the beginning of the COVID-19 pandemic. Of those who took part, only 48% of said they would rather find answers on the internet than phone a contact centre, which is surprisingly low given we all carry the internet around in our pockets. It demonstrates a very real need for contact centres in the omnichannel mix. However, 47% of those asked said they had noticed a decrease in service and efficiency during the pandemic, with 29% finding the contact centre experience "totally disappointing."

While the demand for contact centres is there, customers’ needs are not being met. So, where are businesses going wrong, and what can be done differently?


Make the most of automation

First, we need to dispel the preconception that automation is bad. In the same survey, 48% of respondents had at some point interacted with a contact centre during the COVID-19 pandemic, and almost all had a "satisfactory" experience. This was attributed primarily to the increased speed and accuracy of the service, and not needing to be placed on hold. The technology is clearly there and working, and it is becoming more available and affordable for businesses of all sizes, creating a relatively easy-win in the field of phone-based customer service. However, automation is not designed to replace contact centre staff, but rather support them. Of those respondents that used contact centres, 72% said it was "essential" to have their call transferred to a human operator when things got complicated.

What this tells us that customers are surprisingly satisfied with, and in favour of, automated contact centre technology. But by the same token, it also tells us that there is no replacement for the human touch when things get complex, and human input is likely to be needed for the foreseeable future. The mission for contact centre operators will be to get the balance between AI and human input just right, optimising their cost-efficiency without compromising on levels of service.

The contact centres of the future may look very different, but they will always be present in a customer-centric world.



About Context Public Relations:
Company LogoThe Spitch R&D team has over 50 years combined experience in R&D for Spoken Language Technologies (SLT), including Automatic Speech Recognition (ASR), Text-to-Speech Synthesis (TTS), Voice Biometrics (VB), Information Retrieval (IR), and Natural Language Processing (NLP).
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Today's Tip of the Day - Lifetime Of A Number

Read today's tip or listen to it on podcast.

Published: Friday, October 9, 2020

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2021 Buyers Guide Telecoms

Cloud IT Services GmbH

Dialfire offers you a complete call center solution that is simple and intuitive to use and adapts to your needs. It's completely cloud-based, saving you the hassle of setting up a phone system and installing software. In addition to predictive dialing and call blending of inbound calls, you can create personalized campaigns through an intuitive and easy-to-use interface. Features include automated workflows and full control over the agent screen.

You can see the full list of features here:


Cloudonix’s smart voice calls enable frictionless experiences that drive better customer care and faster sales by merging voice and data into a complete service context. Cloudonix add Cloud capabilities to your existing on premise Call Center enabling your agents to work from anywhere in the world. Security, Privacy and more – rapidly deployed and cost effective without replacing your existing systems or retraining your team.

Connectica Solutions, LLC

PBX On The Cloud
We provide complete Cloud-based PBX/Phone Systems, including predictive and progressive dialers, phone lines in more than 75 countries and low cost international rates.
We specialize in the US and Latin American market.

DiRAD Technologies

AI Powered Contact Center Provider, AI Chat & Voicebot, Enterprise Telephony
Take advantage of the latest customer service innovations with Contact Center, Virtual Assistant, and Interactive Voice solutions for accessible, 24×7 services across multiple channels.

Layer One Technologies

Layer One Technologies provides information and communication technology (ICT) services to businesses in the greater Charlotte area. Whatever your cabling needs, we have you covered.


VOIP services
Stay in contact quickly and easily with your international offices through Megacall.

Megacall will fulfill all your telecommunication requirements and on top of that go the extra mile and surprise you with new possibilities for your business, speed to action your requests and keeping within your budget.

📞 Virtual Switchboard
🔌 SIP trunk
🔢 Virtual number
📠 Call Center Solutions


Our SNAPsolution – UC and Collaboration tools – can be quickly deployed so you can realize your ROI just as quick. netsapiens offers a comprehensive suite of unified communications (UC) & Contact Center (CC) feature-sets to service providers. Custom-built to provide our partners with unprecedented levels of flexibility, customization, and ease of use.

netsapiens allows you to control your margins in order to improve your ROI. As a provider of a facilities-based solution, you are able to personally choose your origination, termination, hardware costs, etc. to fit your budget. We also allow you to strategically price your product for a maximum return on your investment by charging on a conc...
(read more)

Nuxiba Technologies

Build a strong business presence and improve customer relationships!

Offer custom-tailored solutions throughout your sales cycles and customer interactions and assess service levels and control corporate goal achievement through reports and statistics.

Obtain detailed reports based on relevant activity in your contact center, access our quality module to assess calls and performance, apply surveys, develop scripts, record conversations, and more!

Schedule a live demo or request a quote today!


Long Distance and Toll Free Specialists for Contact Centers
Televergence is a facilities based US Nationwide High volume/High Capacity Inbound and Outbound VoIP Carrier for Contact Centers. We specialize in termination (outbound) and origination (toll free and local DID) for the contact center. We have a technical staff that is up to date on the majority of platforms in use today, including asterisk and Vicci dial, as well as many of the currently in use software platforms.
Contact Centers generally see cost reduction and containment when using Televergence as their contact center telecom carrier. Televergence is the only active US VoIP carrier certified by the Women's Business Enterprise National Council (WBENC), which enables our services to qualify for meeting corporations Supplier Diversity Needs.

The Phone Number Testing Company

Phone Number Testing and Validation
Bulk testing and validation of UK Landline and mobile numbers, with a growing list of other coutries where we can test.

If you own a large customer or business prospect sales database, our service helps you to quickly and accurately cleanse all the dead records, by identifying all the dead phone numbers.

We offer a free no obligation test trial

About us - in 60 seconds!

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