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.

How are people currently performing at home?
Where do agents and supervisors want to work and why?
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

Contact Center Work at Home Study

April 2021

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

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