Aberdeen Brief: Remote Work - A Comprehensive Guide on the ‘What?’, ‘Why?’, & ‘How?’

The COVID-19 pandemic has truly transformed the workplace, with health restrictions forcing many industries, including contact centers, to adapt to a remote work model. In fact, a recent Aberdeen study found that remote work adoption has increased from 14% in 2019 to 51% in 2020 – indicating an almost triple increase in one year.

Year-over-year performance change with the adoption of remote work showed many organizations reporting superior employee productivity, cost decrease, revenue growth, and improved customer experience. How did these organizations thrive in the new Remote Work world? They provided the right tools, processes, and information to their employees.

In this report, Aberdeen lays out the key building blocks that need to be implemented in order for firms to truly achieve the maximum benefits from remote work.

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