Virtual Contact Centers
Office centric operations no longer the norm! As the world gradually transitions to post-pandemic work societies, contact centers are “re-imagining” their infrastructure models.
The unprecedented changes forced upon us in early 2020 had many reverberations, both good
and bad. Remote workers, or Work from Home (WFH) agents became the new normal and
contact centers quickly led the charge. The ability to support WFH was certainly not new to our
industry, but the sheer volume and urgency to deploy, initially wreaked havoc in many
operations. As the period extended, most companies found solid footing again and began to
embrace the new management requirements for a largely remote workforce. Today many
industries are addressing the question of whether to return to the high cost overhead of
centralized office environments.
Hybrid infrastructure models attracting many
followers in the contact center industry…
Reduced cost and expanded geo-labor pools prompt serious consideration by industry leaders
as they envision the new operational models for their companies. Maintaining an office
presence makes sense for many contact centers, albeit a smaller footprint when you can leave
a sizeable portion of staff working remote. Protecting a portion of your volume with
outsourcing can be a viable option for some. A common and very important theme has
surfaced among most contact centers and that is the need for periodic office time for all. We
humans need interpersonal contact on a most basic level. Additionally, maintaining a
centralized in-person environment to train and nurture new-hires will prove invaluable to their
gaining proficiency as quickly as possible.
A new operating model for the future
Contact Center 411 has assisted many clients with planning/implementation for growth,
contraction, site selection and remote deployments. We were on the ground assisting clients
with their rapid push to remote operating models during the pandemic. The extensive
knowledge we have acquired may prove highly beneficial as your organization is addressing the
various options of a new operating model for the future.