Remote Workers and the Contact Center (Databook)

Table of Contents

TABLE OF CONTENTS
Overview 1
Catalyst 1
Summary 1
Definitions 2
AGENT POSITIONS 6
Total Number of Remote Agent Positions 6
Remote workers by function 7
Remote workers by geography 8
APPENDIX 9
Further reading 9
Ask the analyst 9

LIST OF FIGURES
Figure 1: Total number of agent positions against remote agent positions 6
Figure 2: Remote workers by function 7
Figure 3: Remote workers by geography 8

LIST OF TABLES
Table 1: Contact Center definitions 2
Table 2: Total number of agent positions and remote agent positions 6
Table 3: Remote workers by function 7
Table 4: Remote workers by geography 8