Effects of 2020 Pandemic Shapes Outsourcing and Technology Investments for 2021

Survey Reveals Challenges: Moving Contact Centers to Work From Homes and Changing Consumer Behaviors Amid Stay-At-Home Orders

For the sixth year, CGS surveyed more than 200 business leaders and decision makers representing IT, operations, finance and customer service departments across 30 industries including: Technology and Software; Financial Services; Agriculture; Hospitals and Healthcare Providers; Food and Beverage; and Consumer and Commercial Services. We asked about the biggest challenges they faced from COVID-19, how that has impacted outsourcing decisions and technology investments as well as their goals moving into 2021. Here’s a sneak peek at what your peers have shared:


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