Abstract
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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