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  • Sep 19, 2023 | smartcustomerservice.com | Richard Atherton

    Call centers have seen radical change in the past few years since the COVID-19 pandemic. According to a study by McKinsey, remote work adoption in call centers increased from 20 percent to 30 percent pre-pandemic to 70 percent to 80 percent during the pandemic. Aside from remote work, more call centers are now focusing on self-service tools like chatbots to assist customers.

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