Up until very recently, the majority of US contact centers worked in a traditional, centralized model,
with 13% of agents working remotely at home on a permanent basis.
Faced with the challenges of continuing to run contact centers in an environment decimated by
coronavirus, many businesses are urgently implementing business continuity plans which often involve remote working. This report aims to show how to do this effectively.
Download this report to learn:
- How the coronavirus has impacted agent absence rates
- How a recent 57% increase in agents working from home has been managed
- The effect of the coronavirus on inbound call volumes for contact centers of all sizes
