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?


Method

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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Work at Home Study November 2020 Update - Contact Center Leader Interviews

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

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Change Your Work-at-Home Model to Fit Your Agents’ Needs

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

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5th Talent Work-at-Home Study Key Reading for Front-Office BPOs 

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

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CX Files Podcast: 5th Talent Work at Home Study 2020

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

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Employees Want a Mixed Work at Home Model and They Identify Key Challenges to Sustainability

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

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10 Key Strategies to Succeed in the New Work at Home Service Environment

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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50/50: Love It or Hate It - How Sustainable Is Homeworking in the Long-Term?

An informative webinar that utilizes information from 5th Talent's Contact Center Work at Home Study.

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