Keep Remote Operations

A variety of disasters, including the pandemic, resulted in large volumes of customers put on hold during tumultuous times. In fact, hold time increased by 34% and escalations were up 68%. What this stressful period has proven is that remote work and flexible staffing means contact centers stay prepared at scale, according to customer experience (CX) technology and services company TTEC. In addition, these times show that cloud-based contact centers can scale support capacity at a rapid pace.

In addition, 96% of workers said they preferred some form of remote work, either a hybrid position or a full-time stay-at-home one. To retain contact center employees in 2022, managers should continue to prioritize remote work, or risk losing staff to companies that do.