While bank branches and offices of financial institutions have remained closed or operating at reduced capacity, organizations in such an essential industry have had to find pathways to serving more customers through their contact centers. These contact centers are continuously rising to the challenge presented by this global pandemic.
Initially, the most significant obstacle was the scramble to move from in-office to work-from-home (WFH) contact center agents. Now, financial institutions must figure out how to keep those agents comfortable, supported and productive over the long haul in remote work or hybrid work scenarios, as it seems unlikely that we are heading back to the workplace anytime soon.
