target audience: TECH SUPPLIER Publication date: Jun 2024 - Document type: IDC Survey Spotlight - Doc Document number: # US50638424
Gig Contact Center Agents as Share of Total Agent Population
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Abstract
This IDC Survey Spotlight provides data on the share (%) of global organizations' total agent workforce that are gig agents, whether outsourced or in-house.
This IDC Survey Spotlight is based on data from IDC's 2023 Worldwide Customer Care Business Process Services Survey, which was fielded from May to June 2023. This study surveyed over 700 global buyers and decisions-makers of outsourced customer care business process services, with a representation across industries, company sizes, IT/LOB roles and job titles. Respondents were asked questions pertaining to customer care/contact center business priorities and challenges, captive/in-house versus outsourced operations, services adoption, spend and digital investments, omni-channel and cloud/SaaS adoption, CCaaS metrics, generative AI, metaverse, and gig CX.