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The COVID-19 coronavirus pandemic has changed everything from the way we work to the way we communicate, and the contact center has had to roll with the changes. The “new normal” in the contact center will include greater reliance on a work-from-home (WFH) workforce, accelerated cloud migration, widespread adoption of automation and a redefinition of workforce engagement management (WEM). Throw in generational issues along with new generation workforce demographics and be prepared to make history with the “new normal” of the customer service profession.