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Industry Stats: Remote Contact Center Agents

This month is "All About the Agent" at ICMI. We've been sharing tips for hiring, training, and motivating star agents.  And this week we're focusing on a growing trend in the contact center industry: remote/virtual agents.

How many contact centers now have remote agents?  We polled our community last week to ask this question, and 60% of respondents said their center has remote agents.  An additional 10% indicated that they were exploring the option of adding them.

How does this compare with ICMI research from earlier this year?

We asked the same question early this Summer, and at that time only 45% of respondents indicated that their contact center had remote agents.  Nearly 20% said that they were considering it.

Will this trend continue to rise in 2014?  According to contact center leaders who recently took part in one of our #CCDemo13 tweet chats, signs point to yes.

Are you looking for advice on starting a remote agent program in your contact center?  Be sure to check out the transcript from our #CCDemo13 tweet chat: Overcoming Challenges of a Remote Workforce.