The contact center industry has never experienced anything like the 2020 COVID-19 pandemic. It has led to a rapid and global shift of moving contact center agents and supervisors to a work at home model. During May 2020, 5th Talent International delivered a survey to more than 4,000 agents and supervisors across 7 countries. The findings provide unexpected insight into the point of view of the work at home employee. Common industry wisdom favors a 100% work at home model and suggest that only certain types of agents can be successful at home. Yet, according to a large majority of participants, their performance was the same or better at home, and employees want a mix of working at home and in the center. Finally, they identify significant communication, effort, technology, and loneliness issues that impact the sustainability of a work at home model. The good news is that a supervisor can help agents overcome these challenges.
Take a listen to member Ted Nardin of 5th Talent for sharing these findings and insights.
