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Point of View: Rebounding and Resilience: What Contact Centers Learned Working from Home

POV: Rebounding and Resilience: What Contact Centers Learned Working from Home

Published: Oct 15, 2020

Pages: 12

Sponsor: ICMI Logo

This Point of View Ebook contains interviews that reveal tomorrow’s opportunities and offer practical guidance for navigating the near-term challenges keeping us on our toes.

In the early months of 2020, the global pandemic forced businesses worldwide to embrace new ways of working. Contact centers were inundated with customer contacts, particularly in heavily affected industries such as travel, hospitality, healthcare, and others. Simultaneously, many of these same contact centers were forced to move employees from working on-site to working from home overnight. While remote work has been technically feasible for some time, many leaders were hesitant about managing a fully distributed workforce.

What tomorrow holds is still anyone’s guess, but as the dust begins to settle, we’re getting a glimpse of the future of contact center work. In this Point of View ebook, we’ll explore the experiences of contact center leaders and solution providers, unpacking how they managed their teams’ sudden shift to remote work and how these developments have affected agents and customers alike.

 In this POV we asked questions about:

  • How were contact centers able to respond to the initial work-from-home mandates?
  • How has customer experience (CX) been affected?
  • What measures have been taken to maintain relationships between frontline supervisors and managers with employees?
  • What role has self-service played during the pandemic?


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