Contact Center Agility in the Post-COVID World (whitepaper)

Introduction

In the past year, leading contact centers have institutionalized highly effective practices that were galvanized by the pandemic. These include having agents work from home on an ongoing basis, which requires a more agile hiring and onboarding process that provides the added flexibility of hiring agents from anywhere in the world. Another best practice contact centers are adopting is agile scheduling, which empowers agents to manage their working hours, including the ability to easily make scheduling changes.

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