E book

Resolving Complexity in the Contact Center

Manage increasing complexity

Resolving Complexity in the Contact Center

The reality of the remote contact center — agents working from home offices, kitchen tables, bedrooms and basements — took shape quickly in 2020. Contact centers were among the first remote work models to be spun up, because that was the lifeline for that connected customers with brands.

But what started as an emergency fix has quickly evolved into a new reality—and it seems there’s no going back. Remote and hybrid work are here to stay mostly because workers want it. Not only do they like the idea, but they insist on it. They know if one employer won’t give them hybrid or remote flexibility, another one likely will.

How can you adapt to these new levels of complexity in a modern contact center? Our new guide, Resolving Complexity in the Contact Center, can provide some guidance. You’ll learn:

  • Key drivers of complexity in today’s workforce, including recruitment, coaching, data silos and new competition
  • How you can adapt a new mindset, lean into your data and use smart technology to delight customers and better understand agents.

Download this guide to managing complexity in the modern contact center workforce.

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