One year ago, most people had a lot of patience understanding that a lot of contact centers were both seeing enormous increases in volume and simultaneously transitioning from a brick & mortar environment to a WFH environment. A year later, customer attitudes on poor customer service are less generous and yet, the WFH model may be here to stay for a lot of contact centers.

With that in mind, what tools and techniques can contact centers begin using to replicate and even improve the level of service they were delivering pre-pandemic as it relates to:

- New Hire Training/Onboarding

- Transition/Soft Launch

- Coaching/Mentoring

- Ongoing Training/Development

- Performance Monitoring