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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.
Contact Centers spent of much Spring 2020 scrambling to shift agents to work-from-home or bring agent seats back onshore from locations where at homeagents simply weren't feasible due to lack of critical infrastructure. With Virtual Agents, there is no recruiting, no shrinkage or illness and no turnover.
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