Author: Karine Palacios

When the Coronavirus pandemic struck, contact centres across the world could no longer work like they used to. The initial emergency to handle – as quickly as possible – making sure they could continue customer service and engagement. But most contact centres weren’t set up to support home working, and certainly not at scale. Broadly speaking, these organisations fell into two camps: Those who’d been thinking about moving to the cloud and then accelerated their plans so they could enable homeworking, and Those who went from being reticent about even considering homeworking to then suddenly needing to move all their…