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Working from Anywhere – Workforce Management for the Rapidly Changing Landscape of Today’s Workplace

Greetings from CCAM and NICE,

Customer experience organizations have faced unprecedent change as a result of COVID-19. Relied upon for critical service and support for their customers, many organizations have transitioned their employees to work from home (WFH) in the past months.
 
While the new reality is that people need to be able to work from anywhere without compromising productivity or security, remote agents find themselves looking for managerial support previously provided in person and at the same time, facing higher customer demands, increasing call volumes, and more complex interactions. This environment has ushered in a new way of working.
 
How can Workforce Management practices and technology help support a more agile and flexible workforce?
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Contact Centre Association of Malaysia (CCAM)

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