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
Shane Schick tells stories that help people innovate, and to manage the change innovation brings. He is the former Editor-in-Chief of Marketing magazine and has also been Vice-President, Content & Community (Editor-in-Chief), at IT World Canada, a technology columnist with the Globe and Mail and Yahoo Canada and is the founding editor of ITBusiness.ca. Shane has been recognized for journalistic excellence by the Canadian Advanced Technology Alliance and the Canadian Online Publishing Awards.