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Earlier this year, we investigated how the pandemic shifted customer and employee expectations. Today, several months later, we now see how contact centers have embraced the new world of work. The work isn’t finished, though. Contact center managers need to build on early successes and learn from early failures. This panel session will revisit our Evolving World of Work study and offer recommendations for the next phase. Industry insiders Paul Stockford and Adrian Swinscoe join Calabrio’s Brad Snedeker to analyze the next evolution in our new world of work.