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DMG has heard from a significant number of organizations that are planning not to renew realestate leases for some or all of their contact center sites in response to employee demand for WAH. Other leaders have told us they have a mix of agents and employees who would prefer to return to the office, once it is safe.
DMG recommends that contact centers allow at least 25 to 35 percent of employees to work from home (and more, if feasible), as long as security, regulatory, and compliance concerns can be properly addressed. The post Contact Centers’ Road Map to Success in the New Normal appeared first on DMG Consulting.
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