The Hybrid and Work-at-Home Workforce is Here to Stay in Contact Centers

July 2021
By Donna Fluss


While there are many unknowns in establishing and managing a WAH and hybrid workforce for an extended period of time, it’s a staffing model that contact center leaders need to explore, if only because it’s what many of their employees prefer. This white paper provides a definition of a hybrid workforce, reviews its pros and cons, and reviews the tools and applications that make this a viable option for staffing your contact center.

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