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Post by shiyabul on Aug 19, 2024 10:28:40 GMT
In my opinion, that’s an individual’s decision, not the company’s. The company should create performance- and competency-based career paths that reward talented individuals interested in advancement: regardless of demography. WFH AND AGING AGENTS There appears to have been a major – and profound – shift of the contact center workforce from the office full-time to their homes at least part of the time. According to Brent Holland, before the COVID- pandemic, only % of U.S. contact center https://lastdatabase.com/ agents worked remotely/work-from-home (WFH). Nearly three years later, he says that contact centers continue to adapt to macroeconomic and workforce issues. “One outcome is that the mixture of remote, hybrid, and in-center workers constantly changes, making it difficult to isolate the precise distribution of workers,” says Brent. “Nevertheless, survey data allow us to project the current allotment of agents across environments. For example, current estimates suggest that % to % of agents work remotely, at least part-time. Over time, industry experts expect the distribution of workers to settle around % -% of agents working in an office versus % to % remote. “The above data allow us
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