It’s been a year since we sent almost all contact center customer service representatives (CSRs) to work from home (WFH). Yet, it’s estimated that only 52% of the CSRs today are—which is still a surprisingly low amount considering that most of the “white collar” workforce (sales, marketing, finance, IT, and human resources (HR) employees in most organizations in North America are remote.
Minnesota workers who can WFH are being told to stay put through what’s called the “Peacetime Emergency” – a term I learned from my close friend and vice president of a retail contact center headquarters in Minneapolis.
