CASE STUDY 1 Patagonia supports the scheduling needs of remote agents. CHALLENGE Few Patagonia employees worked remotely pre-COVID. But, in early March 2020, leaders tracking the pandemic’s fast growth and rising severity quickly mobilized their teams and shifted all employees to a 100% remote work model to protect their health and ensure their safety. Patagonia’s IT and operations team seamlessly completed the logistical transition within only 72 hours — without a single day of operations lost. However, the new work model presented a host of dilemmas for Patagonia’s Customer Experience team. With many agents now also tending to distance learning and childcare duties during their normal working hours, contact center leaders’ biggest challenge became scheduling. In particular,

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