85% of Customer Service Agents want to work full-time at home and not return to contact centre offices, according to a new CX Report published by ASAPP.
“Contact center operations are rethinking how to make their agents more successful, which requires a whole new way of thinking and operating. This will need a new investment in technologies that transform contact center agents’ productivity beyond the constraints of incremental technology. Appealing to the 85% of agents that want to work from home (WFH) could stave off competition for employees from other industries and help reduce recruitment costs and attrition rates,” said Macario Namie ASAPP Chief Strategy Officer.
“Contact Centers have the biggest opportunity in decades to advance agent productivity with artificial intelligence technology, new automation processes and workflows, which can also support CX workforce demands wherever they work. With an estimated $15 billion spent in the United States annually for contact center real estate—that is unwanted, and unused—monies could be repurposed into new technology investments.”