Using Technology to Provide Agility to Contact Agents

Contact agents’ work is often thought of as synonymous with the physical contact centre. So, when the British government announced a lockdown at the end of March and most businesses had to empty their offices, customer service was instantly disrupted. The challenges were quickly identified. While most workers already had laptops and access to cloud-based…
The post Using Technology to Provide Agility to Contact Agents appeared first on Customer Experience Magazine.