Overview
Calls to 211 LA’s disaster hotline escalated dramatically during the COVID-19 pandemic. It wasn’t possible for its 50 agents to keep up with the increasing volume.
211 LA turned to Expivia, a BPO (business process outsourcer), to provide another 200 agents. Since both organizations use CXone, it was easy for Expivia’s agents to log in to 211 LA’s solution, which shortened training time to just 48 hours.
CXone’s cloud platform also enabled both organizations to quickly transition their agents to working from home, so they were safe from COVID-19 and could continue servicing customers.
How to Manage the Remote and Hybrid Workforce
There are many reasons companies transition to a work-from-home and hybrid model. Regardless of the reason for the shift, making the move to work-from-home full-time or in a hybrid model can reap many benefits for employees and organizations alike, but it does come with its workforce management challenges
Contact center disaster recovery (PDF)
Understand the challenges of implementing and managing a disaster recovery program for your contact center.
