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Patrick Russell

As a 17-year industry veteran, Patrick Russell understands every element of contact center operations, including people, processes and technology. A prolific thought-leader and content producer, Patrick has guided countless individuals—including customers, partners and sales--in their quest for customer experience excellence with his unique, consultative and thoughtful approach.

Articles by: Patrick Russell

Is Working From Home the New Normal? Rethinking Remote Work Trends

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“Working from home, among the non self-employed population, has grown 173% since 2005.” - Global Workplace Analytics While the total number of work-from-home, non-self-employed workers represents only a fraction of the total labor force, about 4%, there is a myriad of indicators that lead many to [...]

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