One of the biggest stories this over the last year has been the remote work revolution - companies moving to 100% distributed operations. Led by high-profile companies like Salesforce, Pinterest, and Dropbox, this remote workforce transformation has created an assumption that this is the future of work.
Not so fast.
A new report, the Post-Pandemic Contact Center Report, found that only 7% of contact centers plan to stay fully remote once a vaccine is widely available.
The majority (56%) will instead transition to a hybrid model, suggesting both the benefits and requirements of contact center organizations still operating in-person.
Why aren’t contact centers going fully remote?
Interestingly, before the pandemic, 37% of contact centers had plans to go fully remote sometime in the future. If anything, it forced, at a very-rapid pace, contact centers to experiment with the transformation.
Once seeing it in reality, that 37% dropped to 7%. Why? The top three challenges of teams working remotely were:
In fact, 75% believe that it is more challenging to ensure compliance remotely versus in-office.
Looking for more on the rapid transition?
The full research report includes various statistics around the state of the contact center in 2020, decisions made to maintain resilience, and future plans. Read the full report here.