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This year, employers and employees are experiencing together a work environment that can be described as anything but “the usual grind” as managers of virtually every function and sector continue to encounter questions rather than clear answers. Contact centers are no exception. With a “back to office” still uncertain, today’s CX leaders are clamoring for stability in an increasingly complex, global and dynamic environment. However, it is clear that employees have little interest in returning to traditional ways of working, even when a return to the office seems certain.
