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Future of Work: Considering the Contact Center

October 7, 2021

Via: No Jitter

As enterprises look to the future of work, decisions around staying remote, embracing hybrid, or enforcing a return to office are as important for contact center agents as they are for knowledge workers.

Cloud Paves the Way

Like their business counterparts, contact centers made the shift to remote work effectively overnight as COVID-related shelter-in-place orders took effect, many ditching on-prem systems and adopting cloud-based services on the fly. In fact, the remote work model that became the de facto through the pandemic wouldn’t have been possible without cloud-based contact center services, specifically cloud telephony, Timothy McDougal, managing director of contact center practice leader for Deloitte Consulting, noted during a No Jitter briefing.

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