Home

 

Volatile. Uncertain. Complex. Ambiguous. “VUCA” can be any day that ends in “y” in today’s call centers, especially with the continued impact of COVID-19. As the pandemic hit, call center leaders scrambled to transition customer service agents to remote work, with as many as 80 percent now working from home (WFH). Couple that change with a massive spike in demand for support services, and it’s clear that a reliance on rigid traditional policies and a “one size fits all” model of call center communication will be as successful as trying to turn an ocean liner on a dime...