How to Set Up a Remote Contact Centre

A growing number of companies are shifting their contact centres to remote work models, with analysts predicting that 53% of the workforce will be working remotely by 2023. This shift offers benefits for both employees and businesses, including lower overhead costs and access to a larger pool of potential recruits. To set up an effective remote contact centre, it's essential to choose software solutions that meet key criteria such as user-friendly design, robust security features, cloud-based architecture, seamless routing, programmability, and the ability to create a positive remote work culture. A great system should empower employees, offer omnichannel service, and provide supervisors with tools to track productivity and customer interactions. With the right tools in place, companies can remain competitive in this new workforce landscape and deliver exceptional customer experiences.