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Post by shiyabul on Aug 19, 2024 2:32:46 GMT -5
HYBRID WORKING MODELS Hybrid working can mean employees/agents WFH part of the week/in-office part of the week, or some employees/agents WFH full-time, others on the same team working in-office full-time. So which model is being adopted more, particularly in the contact center, and why? Michele Rowan: “I like to see all of these options offered to employees, because they all work, and cast the widest net in terms of talent acquisition and long-term employee satisfaction. “In the contact center environment, I am predominantly https://lastdatabase.com/ seeing a big pickup of full-on WFH. Following that is a big trend in requiring people to come in-office two-three days per week, and then home for the balance of the week. “Why? Because someone up the food chain likes it that way – it’s not employee preferences driving it. ” Q. Outline what has been happening with WFH in the contact center. I understand that contact centers were early pre-pandemic adopters. What occurred when the pandemic struck and what has been occurring since and why? Have contact centers joined RTO? Or are they staying at home? A: Currently I’m seeing around % of contact centers sticking with full-time WFH, and the balance are focused on a mix or variety of options or fixed hybrid.
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