Call centers are changing dramatically and many existing trends – moving to the cloud and enabling a remote workforce – are being amplified by the current work situation. Are your agents able to handle the new norm?
There is a global shift towards remote working environments; that shift has undeniably been fast-tracked by the Covid-19 global pandemic. Health guidelines and regulations have made physical workplaces uneconomic. So just about every type of business is looking at ways to have some of its staff work remotely.