The consensus from analysts, my customers, vendors, and their maintenance providers about moving contact center agents home to work for COVID-19 is that technology was the easy part. That’s no surprise to those of us who have worked on home-based agent setups for premises or cloud contact center environments. However, in the mass move to work from home (WFH), many companies neglected to consider or failed to think fully about the processes and support behind the technology of the contact center WFH model.
