Considering a Hybrid Contact Center Workforce? Here’s Why You Need the Cloud On-premises solutions make it challenging to support remote agents, in-office agents, and digital nomads A publication by PlayvoxThe contact center industry is in constant motion: customer preferences change, new technologies emerge, and competitors rise and fall. The pandemic accelerated many of these changes, causing new industry trends to emerge including the rise of the hybrid workforce. This model offers agents the option to continue working from home or to transition back to the office. However, supporting a hybrid workforce can be difficult, especially for contact centers using on-premises solutions which aren’t designed to support remote workers. To address this issue, many contact centers have

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