Trends Report

Use The Hub-And-Spoke Approach To Design Your Ideal Post-Pandemic Contact Center Labor Model

September 17th, 2020


Contact center leaders are at a crossroads: Many lean toward having a permanent work-at-home contact center workforce, but others are looking to return to pre-pandemic models. Brands looking for the best of both worlds should consider a hybrid, hub-and-spoke labor model. Schedule an inquiry for further help.

Want to read the full report?

This report is available for individual purchase ($1495).

Forrester helps business and technology leaders use customer obsession to accelerate growth. That means empowering you to put the customer at the center of everything you do: your leadership strategy, and operations. Becoming a customer-obsessed organization requires change — it requires being bold. We give business and technology leaders the confidence to put bold into action, shaping and guiding how to navigate today's unprecedented change in order to succeed.