As the coronavirus pandemic recedes and the process of opening up the economy and businesses begins, it's time to transition from emergency response mode to a "new normal".

The question is what this means for contact centres, and the first issues service leaders are facing is whether to leave their agents working at home or bring them back into the office. Either way, most companies need to tighten and clean up their operations. Once this is done, they need to apply the positive and negative learnings from their pandemic experience to their ongoing operations, business continuity (BC) plan and work-at-home guidelines.