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DMG Consulting Releases 2020 – 2021 Cloud-Based Contact Center Infrastructure Product and Market Report

DMG Consulting

It looks to the future and provides best practices for post-pandemic disaster recovery/business continuity (DR/BC) planning, as well as for the management of work-at-home agents. Among the lessons learned from the pandemic is that the work-at-home business model is here to stay.

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5 Ways Contact Center Managers Are Adapting to Remote Work

Playvox

While agents have been explicit in their desire to continue remote working, nearly half of the contact center managers in our survey are planning to bring agents back to an office in 2022. Sixty-four percent (64%) of managers in our survey say their contact center has been extremely or very successful in supporting remote agents.