Working from Home: How Blurred Boundaries Affect the Contact Center
Part three of a three-part series by Adam Aftergut, Product Marketing Manager at NICE, on the root causes of work-from-home challenges faced by contact center agents and their employers… As we detailed earlier in this series on work-from-home challenges, changing boundaries are having an impact on staffing and performance in the contact center. In addition to a new separation […]
Working from home: How separation affects the contact center
By Adam Aftergut, Product Marketing Manager, NICE Part two in a three-part series on the root causes of work-from-home challenges faced by contact center agents and their employers… As we noted in the first essay in this series on work-from-home challenges, fundamentally changing boundaries are having an impact on staffing and performance in the contact center. The […]
The root cause of work-from-home challenges
By Adam Aftergut, Product Marketing Manager, NICE Toronto-Dominion Bank (TD Bank) moved more than 9,000 call center employees from 15 cities in the US and Canada to a work-from-home (WFH) model in the weeks following widespread shutdowns due to COVID-19. Company leaders told Bloomberg that the bank, which serves 26 million customers, helped ease the massive transition by […]
