Since COVID-19 and the ensuing lockdowns, many customer service and contact center agents were forced to transition to carry on their working roles from their homes. This kept service going and ensured that the business could continue to operate but put very different demands on contact channels and security.
There is a growing preference for organizations to adopt a hybrid model of working with some agents at home and others in the office. This helps ensure more robust business continuity.
Read more about home working agents