Post by account_disabled on Mar 7, 2024 5:11:56 GMT -4
Power outages with no backup options But now, according to Gartner, 70% of contact center agents want to continue working from home. At the same time, 81% of contact center leaders believe that up to 80% of their employees will work primarily from home within two years. The advantages of working from home are enormous, both for employees and for the company. For the employee, remote/hybrid work is: Flexibility of schedules Work-life balance No need to travel to work Productivity increase For the company: “Sick time” is reduced thanks to flexible schedules Employee health and safety issues are resolved Reduction of expenses, for example, real estate Improved/increased talent pool (not just within an X km radius of a physical location) Productivity increase These are just some of the benefits for both of you.
I know there may be some challenges as well, so these need to be addressed to extend a work-from-home arrangement for your contact center employees. Many lessons have been learned along the way when it comes to successfully managing a hybrid or remote contact center workforce. Here are some things you can do to ensure that this Buy Bulk SMS Service approach is – and continues to be – a success for your business. 1. Culture in remote work In a previous post about the importance of collaboration for a great customer experience, I mentioned that you get the culture you design and/or enable. This is important in many ways, and especially when managing a remote workforce.
Corporate culture, which is the shared values, attitudes, norms and beliefs of your employees - or more specifically, how we do things here - is the foundation of the company. It is rooted in your mission, vision and values, and is what holds the organization together. To continue doing business successfully with a remote workforce, you must continue to operate with your core values in mind. You have to ensure that decisions, processes, policies, actions and behaviors are made and continue to be aligned with core values. 2. Employee experience A big part of the employee experience is ensuring that staff have the right tools, resources, policies and processes to do their jobs well. You have to make sure that employees have what they need to do their jobs from home, or from anywhere. Regularly get their feedback on the experience and what they need, whether it's tools or anything else.