There’s good reason for such a focus on working from home (despite COVID-19).
According to a 2019 analysis by Owl Labs, global employees’ top reasons for working remotely were: increased productivity/better focus, to avoid a commute, and to achieve better work life balance.
For contact centres, the home-based model has continued to develop as an established trend.
This paper discusses benefits and options for adopting a home-based agent model, which given the current climate, is essential to a modern business.
