The world of work has changed drastically since 2020. Although there are many studies and papers that examine how this is reshaping the business landscape, few explore the specific impact on the contact center.
Earlier this year, CX Network partnered with Zoom to conduct research on this very topic and create a globally relevant snapshot of how the workplace of the 2020s is influencing technology procurement, hiring budgets and performance in contact centers across the APAC region.
With insights from the University of Newcastle, My Plan Manager, Robert Walters International, Caring For You, New Balance and Zoom, Workforce management for the contact center in 2024, presents the results of our research and explains what it means for contact center managers. To find out more about workforce management in the contact center, catch up with the CX Network webinar Unlocking potential in contact centers with AI and workforce management.
Download this report to discover:
- How the quality of contact center technology can be a force multiplier for EX.
- Tips for managing distributed teams in a hybrid and remote working environment.
- Insights on future-proofing contact center capabilities with generative AI.