Upstream Works Whitepapers and Reports

Strategic Insight Series Covid-19 Report 1

Strategic Insight Series

Part 1 of 3: Pandemic Implications for CX
and the Contact Center

As contact centers prepare for 2021, it’s important to consider how COVID-19 has changed day-to-day operations and how customers interact with businesses. In the first of a three-part series, we explore how the pandemic has impacted CX and the contact center.

This report includes:

  • How customer expectations have changed
  • The impact COVID-19 has had on contact centers
  • New drivers of CX success

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