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The reasons for their sky-high job satisfaction with remote work center around money, productivity, and flexibility. Nearly all (91%) of agents cited saving money on things they don’t need anymore — like daily transportation to work, dining out while in the office, and office attire — as a top reason they preferred to work from home.
Understanding transportation challenges is vital for the hybrid model Many call centers are considering hybrid work environment models. If you enjoyed this content but still want to learn more, we have an entire podcast episode dedicated to call centers and the future of workforce management.
The industries feeling the most pressure are Transportation, Travel & Hospitality, Collections, Insurance, and Financial Services. Contactcenters that prioritize AHT are under the most pressure, while the least under-pressure leaders emphasize a focus on CSAT instead. . What are their priorities?
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