White Papers

How to Plan in a Rapidly Changing Environment


As companies increasingly shift to work-at-home models, contact center leaders are adjusting to a new normal, one that continues to change rapidly. States and municipalities, as well as global business process outsourcing (BPO) companies, are sending workers home. For agents, many of whom are working from home for the first time, distractions not normally present in the contact center environment (for example, children at home) run rampant. It’s not uncommon to see 30% to 40% increases in shrinkage as a result.