The future of contact centres post-Covid-19

This briefing considers the future of contact centres in the light of experiences generated during the Covid-19 pandemic. In particular, it considers the purpose of contact centres, the role of digital in changing the need for them, the impact of Covid-19 on contact with residents and employee response.

The Covid-19 pandemic has forced a break with traditional service delivery by councils. Our Covid-19 digital impact survey reveals that, across the UK and around the world, councils have transitioned rapidly to digitally enabled delivery methods. Changes that previously would have been the subject of lengthy and complex transformation programmes have been achieved in a matter of weeks and sometimes days, presenting a significant break with the past.