2021 At home agents Gamification Self service 
Calltools
OCTOBER 19, 2022
That makes it easier for other agents to identify a customer’s needs. 87% of contact center agents worked from home in 2021 — up from 19% in 2019. You can leverage this workforce during the upcoming holiday season by asking remote (and hybrid) agents to take on additional hours. Enhance Agent Experiences.
DMG Consulting
JANUARY 10, 2022
The service world is also undergoing major innovation in the form of intelligent self-service solutions that customers find compelling and engaging and that are increasingly preferred over live agents to handle all but their most complex requests. Source: DMG Consulting, December 2021.
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