With much of the world working from home, questions about cable service, home insurance, and e-commerce orders have taken on new importance. And chances are those questions have been fielded by customer-service agents also working from home.

Like so many things, the story starts with the pandemic, which forced companies to adopt a more technologically sophisticated approach to managing customer service; it quickly became impractical to have headset-wearing customer-service reps sitting in the same room.



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