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Contact Center Industry

Work at Home Study 2020

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The contact center industry has never experienced anything like the 2020 COVID-19 pandemic. It has led to a rapid and global shift of moving contact center agents and supervisors to a work at home model.  We launched this research to help industry leaders determine what to do when agents are permitted to return to the center.  We asked three important questions during this study.


  1.  How are people currently performing at home?

  2. Where do agents and supervisors want to work and why?

  3. Are there key challenges with the work at home model that could impact its sustainability?


5th Talent designed and delivered an online questionnaire to agents and supervisors to understand their perspective of the recent work at home shift and what their preferences are going forward. 

More About the Study

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Why Most Contact Centers are Struggling to Adapt to the Future of Work

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Challenges continue at home, but people do not want to go back to the old model.


Most Employees  Have Work at Home Fatigue and It Is Impacting Performance.

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Findings from 5th Talent’s 2020 Contact Center Industry Work-at-Home Study.

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5th Talent recently published a study on trends in work-at-home agent management.


Brian Kearney and Ted Nardin  of 5th Talent tell us what agents and supervisors really think about working from home? 

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The contact center industry has never experienced anything like the 2020 COVID-19 pandemic. 

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Listen to 5th Talent's Ted Nardin in the J.D. Power Webinar where discusses how supervisors are the key in a work at home.  They enable agent's to find meaning in their work.

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