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Contact Center Management

Work From Home: Best Practices for Service Organizations

BY: Tina Suthers, Laura Griffith and Danalee Christensen

In service organizations, “work from home” is a standard labor strategy for all or some of the workforce. However, at organizations without existing virtual work models in place, the sudden onset of the unprecedented COVID-19 environment required quick action by contact center leaders to implement or dramatically accelerate a remote labor strategy. In this report, The Northridge Group’s Tina Suthers discusses the best practices for effectively enabling your service organization to work from home.



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