Homeworking in the Contact Center Industry During COVID-19

COVID-19 has even more businesses talking about and having to engage with homeworking. Some advocate that they are ‘business as usual’ whereas others are having to deal with the very real challenge of isolation and no face-to-face contact with their teams, customers, and suppliers. This article looks past the current lockdown period at the questions faced by the contact center industry around homeworking.

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The world is adapting to homeworking, and some contact centers are struggling to keep up. How can customer experience professionals continue to keep base communication functions operational during the ongoing pandemic, without access to on-premise equipment? How can all the functionalities of the contact center be provided to agents working from their living rooms?