Contact Center Work-at-Home Guidelines for COVID-19 (whitepaper)

Introduction

This white paper is a tactical guide to help your company take the necessary steps to allow agents to work from home, where they are hopefully safe from exposure to COVID-19. Once the crisis is past and business returns to the new normal, you will have the luxury of time to identify the actions that were successful and should be included in a formal work-at-home (WAH) program, as well as an updated business continuity plan. For now, the goal is to do what it takes to keep your contact center staff – agents, supervisors, managers and analysts – safe and healthy, so that they can be there to help your customers during these difficult times.

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