85% of customer service agents don’t want to return to contact centers
The majority of customer service agents (85%) are not looking forward to returning to contact centers and would rather work full-time at home.
In the latest survey conducted by AI cloud company ASAPP, contact center operations are reportedly thinking of new ways to make their agents more successful in their jobs.
ASAPP Chief Strategy Officer Macario Namie said, “This will need a new investment in technologies that transform contact center agents’ productivity beyond the constraints of incremental technology.”
He added that appealing to the remote working request of their employees “could stave off competition for employees from other industries and help reduce recruitment costs and attrition rates.”
Citing a report from the U.S. Bureau of Labor Statistics, Namie noticed that the number of customer service agents increased by 53% over the last 20 years to approximately 3 million people, with 15M estimated globally.
He also emphasized the fact that almost nine out of ten agents want to see more aspects of customer interactions automated in a post-pandemic society.
