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The 2020 pandemic started a cascade of unforeseen changes and transformations that radically changed the contact center world. As a response to the pandemic lockdowns, callcenter businesses rushed to move their operations to the cloud and implement work-from-home systems ASAP. She has managed multiple callcenters in the US.
You mentioned incentives, gamification and increasing the competition amongst the agents in a friendly way. So, with this moment, I would like to pass things off to Tony and Heidi, so please guys, please take it away…. Tony: Cool. Can you tell us more about how the team performance has helped support that?
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