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Onward and Upward – Why 2021 Is Poised to Be a Promising Year for the Contact Center Outsourcing Industry

Outsource Consultants

DECEMBER 14, 2020

In a matter of days, it seemed that nearly everyone had managed to pivot to an at-home agent model. We were regularly surveying our outsource call center partners about their operations, and just a few days after governments worldwide implemented restrictions, 80% of their collective agents had fully transitioned to remote work.

outsourcing

outsourcing Contact Center At home agents Call Center

The Work-from-Home Revolution & the Engagement Challenge

VocalCom

JUNE 22, 2020

The COVID-19 pandemic accelerated this existing trend: while the crisis was raging, a survey by Gartner revealed that 41% of employees expected to be more likely to work remotely at least some of the time after the pandemic, while a survey by Global Workplace Analytics showed that 77% of the workforce wanted to work from home (“WFH”) after it.

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Brand ambassadors Contact Center contact center workforce contact center solutions

Onward and Upward – Why 2021 Is Poised to Be a Promising Year for the Contact Center Outsourcing Industry

The Work-from-Home Revolution & the Engagement Challenge

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