Are you still working from home? Before COVID-19 swept across the United States, less than 20% of contact center agents were being supported by a cloud-based solution. Those 20% had an easy time making the switch to a WFH model. The other 80%? They had a bit rougher of a go. It’s hard to equip agents with physical phones, physical servers, firewalls, and VDI instances, rather than just issuing laptops. Which begs the question: What will this WFH scenario look like a year from now? Sheila McGee-Smith thinks that for the most part, it’s here to stay. Why? Partly because the restrictions around workplaces coming from the CDC are going to be difficult to implement. Wear a face mask, frequently wash hands and surfaces, staggering shifts. None of these things are highly conducive to a contact center, where folks will sit for hours before getting up to take a break. Which is why she thinks that this time next year, 25-30% of agents will still be working from home. What about you? Are you still working from home? Will you go back soon? Will your employees? What does a return to “normal” look like? Listen to our entire interview with Sheila here.
Michael joined Five9 in August, 2017 overseeing corporate and brand communications. During his time with Five9, he has spearheaded a brand messaging refresh that centered on digital transformation, and strategically developed strong media and social media programs to elevate brand awareness for Five9.
He is an experienced strategic marketing communications professional with a thirty year proven track record. This has enabled Michael to develop creative and effective global marketing and corporate communications campaigns that have included thought leadership, social media influencer campaigns and reputation management initiatives.
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