The subtle but important distinction between WFH and CX From Home
Over the past month or so I’ve had an opportunity to interview a number of executives who have managed to move from a traditional contact centre environment into one in which hundreds of agents began working from home — all in little more than week.
This obviously takes agility, considerable project management expertise and the benefit of having already invested in cloud-based technologies. Even if remote customer service teams have been established, however, the real work could be just beginning.
According to a benchmark report that was published on Thursday from Hoboken, N.J.-based NICE, for example, 57 per cent of contact center employees working from home due to COVID-19 are now more likely to
