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[Melissa White]

“Hello! Globalization, advances in technology and now Covid-19 have forced organizations to rethink their strategies and change the way they operate. When outsourcing call structures change, employee roles and job functions must be aligned with the new goals. If this does not happen, ambiguity, confusion and lack of accountability often follow.
This is not always the case in a call center environment. This is not surprising, experts say, as it is a complex process and finding a practical approach to organizational structure can be tricky.”