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When Remote Work Broke Team Culture — And How One CX Leader Rebuilt Engagement
A Story to Start In late 2023, a financial services contact center went fully remote. At first, everything looked perfect: lower office costs happier agents flexible schedules improved attendance quick adoption of tools But by mid-2024, leadership noticed cracks: QA scores dropped by 12% CSAT fell from 4.6 → 4.2 Collaboration decreased Knowledge gaps grew […]