Remote Onboarding and Training Trend Report Amid COVID-19 by BenchmarkPortal 

As part of the SOCAP re-imagine conference, VIPdesk sponsored a research study with 143 participating organizations to better understand the lasting impacts of the work@home environment in the CX industry.

Notable results:

• 61% stated that they changed their organization entirely or significantly
• Almost 30% stated that they were not prepared for the changes
• 55% stated that their top challenge was communication and morale while only 14% mentioned Quality Assurance
• While only 15% had work@home capabilities before the pandemic, 35% state today that they will continue some form of work@home permanently