In the UK, approximately 60% of the workforce was operating remotely, while the US saw the proportion of workers at home rise to almost half. But as time has gone on, and we’ve seen a light at the end of the tunnel, it’s become clear that CX agents – and employees in general – might be making the move to remote working more permanent.
Broadly speaking, less than one in five executives say they want to return to the office as it was pre-pandemic. Looking specifically at CX, over half of organisations will continue with home working in some capacity.
That begs the question, what does the CX workplace of the future look like?