REMOTE WORKING IN TODAY’S CONTACT CENTRE
The Inner Circle Guides are a series of analyst reports investigating key customer contact solutions.
Up until very recently, the majority of UK contact centres worked in a traditional, centralised model, with fewer than 4% of agents working remotely at home on a permanent basis.
Faced with the challenges of continuing to run contact centres in an environment decimated by coronavirus, many businesses are urgently implementing continuity plans which often involve remote working.
This report aims to show how to do this effectively.
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