We’ve all likely had consumer-side experiences with poor contact center performance, especially as the pandemic pushed many of us to rely more than ever on new purchasing channels.

But according to market intelligence from GEP,  contact centers witnessed an increase of 300% more calls than usual during the early stages of the pandemic. And research shows that the sudden increase in call volumes had a significant impact on contact center KPIs, as the Average Handle Time (AHT) increased from an average of 3-6 minutes for most contact centers to closer to 10+ minutes at the pandemic’s start. 

We’ve invited Technical Account Manager (and at this rate, contact center guru) Joseph Ochs onto the podcast to talk about some of the challenges contact centers and agents faced over the course of the pandemic, how Joe and the team helped customers navigate some of the hairier scenarios, and what lessons IT leaders can take with them as they future proof their call centers for whatever the future of work looks like.