Contact centres and other types of businesses are adapting to a new reality where a large proportion of employees are working from home while some are preparing to return to brick-and-mortar offices. At the same time, companies need the agility to quickly shift operations in response to seasonality, spikes in customer volume, natural disasters, and other developments. So, how can contact centres build a resilient culture, set expectations, and maintain employee well-being under such volatile conditions?

On a recent webinar, “Overcoming the challenge of distributed workforces after COVID-19,” I discussed this topic and more with Guy Clapperton, senior writer at Intelligent Sourcing, Jo Regan-Iles, executive director of human resources, EMEA, at TTEC, and Peter Ryan, principal at Ryan Strategic Advisory.

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