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Contactcenters have been hiring increasing numbers of work-at-homeagents in recent years and it looks like this trend is expected to grow. According to the National Association of Call Centers, over 50% of contactcenters in the United States tout that some percentage of their agents are now working from home.
And since 81% of customers prefer self-service to agent assisted service , the simpler work will eventually go to automated self-service, and only the more complex tasks will go to agents. Studies show that 95% of agents are only willing to drive up to 30 minutes to work.
To operate the switch, offering intuitive and efficient digital tools for the contactcentersworkforce is crucial. Finding new ways to engage, train and manage agents is key: a staggering 74% of call centeragents are at risk of burnout ( Toister Solutions ). The new paradigm of Work.
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