How to Optimize Your Call Center Workforce During COVID-19

The coronavirus pandemic has made the future uncertain for many organizations, especially in terms of their commercial lease. Call centers, in particular, live in real time, and have zero margin for error when it comes to business disruptions. Previously agreed-upon service and compliance standards must always be met – even while call centers confront a new normal of expanded remote work, disrupted IT hardware supply chains, and physically distanced workspaces. As companies continue to work remotely due to COVID-19, there is an opportunity to re-invent the physical call center and provide employees with an aspect of predictability that virtualization offers.