Contact Babel Inner Circle Guide to Remote Working, US

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Overview

Up until very recently, the majority of US contact centers worked in a traditional, centralized model, with 13% of agents working remotely at home on a permanent basis. Faced with the challenges of continuing to run contact centers in an environment decimated by COVID-19, many businesses are urgently implementing business continuity plans which often involve remote working. This report aims to show how to do this effectively.