eBook: The State of Remote Work in the Contact Center Industry


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Contact centers have successfully shifted to remote work. But the future for returning to the office remains unclear and fraught with conflict.

The Playvox team conducted research to understand the impact remote work has had on contact centers.

The results highlight the large gap between agents who want to remain remote and managers who are planning a return to the office.

This report answers the big questions:
  • How have contact centers found success as they implemented work from home?
  • As agents moved to a work from home model, has it been a positive experience?
  • How have managers adapted their leadership styles to accommodate remote work?
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