Greetings from CCAM and NICE,
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?
WFO Solutions Lead,
Dr. Shivakumar R , PhD
Global Workforce Management (GWFM) Chartered Body
Senior Director of Operations