Q&A

Modernizing contact centers to enable remote work

Ivory Dugar, Senior Solutions Consultant at Genesys

As the pandemic subsides, state and local government agencies are navigating permanent workforce changes. Before they can extend permanent operations to remote agents, they need answers to equipment and workforce optimization questions. 

In this Q&A, Genesys Senior Solutions Consultant, Ivory Dugar, discusses: 

  • How remote work affects government contact centers 
  • What agencies should consider before enabling contact centers for remote work 
  • How contact center modernization improves the constituent experience 

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