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Driving Successful Hybrid Contact Center Models With Modern Tools And Technology


Marco Colaiacovo, Sr. Director of Work@Home North America, HGS explains the importance of a hybrid workplace and why it’s important for companies to innovate and design the future of the contact center.

Photo of Marco Colaiacovo
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Article originally published on Toolbox

Work-At-Home: No Longer Just For Business Continuity

Before 2020, many companies considered work-at-home models to be a luxury or an extra investment. They’d have a few remote employees on standby to serve as a temporary business continuity solution in case of a weather disaster, but once all was resolved, the entire staff would safely file back into the building and resume business as usual.

During the COVID-19 pandemic, however, brands across every vertical quickly learned the value of offsite employees, and companies whose BPO partners were already accustomed to secure work-at-home implementations are those that have fared the best. Tens of thousands of contact center employees immediately began working remotely for the first time, and most remain virtual today.

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