TECH SUPPLIER May 2020 - IDC Survey Spotlight - Doc # US46251620

Remote Agents Before COVID-19: Where Will the Pendulum Settle Post?

By: Mary WardleyProgram Vice President, Customer Care and CRM


This IDC Survey Spotlight discusses the potential post-COVID-19 agent work-from-home (WFH) model informed by survey data from pre-COVID-19. Current agent WFH models are at an extreme position of the pendulum with WFH being placed at over 80% of the agent population. Immediately preceding the pandemic, IDC conducted the fourth version of the Contact Center Metric Survey, in January of 2020, which provides a useful snapshot of existing WFH agent numbers and the anticipated increases/decreases to that model without the influence of the pandemic.

This document answers the question, "What were remote volumes and where were organizations in their thinking?" IDC conducted the Global Contact Center Metric Survey in January of 2020 and surveyed 400 contact center leaders in North America, EMEA, Asia/Pacific, and Middle East and Africa. The overall survey was used to benchmark contact center work streams; transition to cloud-based solutions, statistics, agent volumes, and channels; and anticipated changes for in-house and outsourced contact centers by industry. This survey is a refresh of a survey conducted in February 2018 and will be used for comparative results in upcoming documents.


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