In 2020, business leaders had to rethink the way things (and people) work.
What worked before wasn’t working anymore. In-store, in-office, on-premises, huddles, handshakes: these staples of business life can’t happen from the kitchen table, home office, or spare bedroom many of us now consider our workplace.
But remote work—once considered a cushy tech company perk—suddenly became serious business.
For thousands of corporate offices, Zoom turned itself overnight into a verb and a free quick fix for virtual engagement. But for traditional contact centers tethered by physical real estate and hardware, but forced to work remotely, they had to call on an entirely new way to work.