The reality of the remote contact center — agents working from home offices, kitchen tables, bedrooms and basements — took hold quickly in 2020. Contact centers were among the first remote work models to be spun-up, because they were the lifeline that connected customers with brands.
What started as an emergency fix has quickly evolved into a new reality—and it seems there is 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.
Calabrio's guide, Resolving Complexity in the Contact Center, can provide guidance on adapting to the new levels of complexity in a modern contact center.
Download the guide to 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.