Remote Workers and the Contact Center (Databook): Industry Research Report

Remote Workers and the Contact Center (Databook)

Published Date: July 2007

Published By: Datamonitor

Page Count: 9

Order Code: R313-23875

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Description

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Introduction

Datamonitor has previously tracked the market for three key types of virtual worker, home workers, branch workers and back office/knowledge workers. These are all types entirely appropriate to the theme of virtualization as they represent the bulk of remote worker types which are part of the virtualization trend .

Scope

Forecasts agent position growth for remote workers in the contact center to 2010.

Breaks the function of remote workers into home-workers, branch workers and back-office / knowledge workers.

Highlights

The expansion in demand for products and services, will put pressure on contact centers to utilize non-traditional agents. As such there will be a strong growth in the number of remote agents working for the contact center between 2005 and 2010.

Datamonitor estimates that one tenth of the total agent position population in 2010 will be remote workers.

Reasons to Purchase

Gain insight into key remote agent growth patterns.

Identify the fastest growing regional markets for remote agents.

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