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Boost Your CX by Optimizing Your Remote

Boost Your CX by Optimizing Your Remote

Talk Desk
Pages 20 Pages

The COVID-19 pandemic triggered a massive remote work experiment. According to a recent survey by JLL,71% of the global workforce have worked from home at some point during the pandemic. The contact center industry is witnessing a similar trend: US agents working full-time from home rose from 49% to 74%,according to Nemertes research. At the beginning of the pandemic, companies quickly transitioned their agents to work from home; focusing on keeping the lights on and avoiding service interruptions. The larger impact of this massive shift was yet to be felt.

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