The lockdown – as well as the prospect of recurring lockdowns – has strengthened the case for a distributed workforce model, also known as work-at-home (WAH). It has obvious business continuity benefits, but C-suite executives continue to grapple with justifiable concerns around data and information security, technology and operating model.

This guide aims to provide a concise briefing for CFOs, COOs, and CIOs looking to transition their customer service operations to a distributed model – both over the short term to minimize disruption to their operations, and over the long term to drive strategic benefits.