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.