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.
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.
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.