As attendees engaged in conversations about engaging remote workforces and the importance of employee experience, the irony of discussing these topics at an in-person event was not lost. The consensus among participants was that flexible work arrangements, including hybrid in-office and work-from-home setups, are the future of contact centers.
Contact centres are always looking for new ways to ensure employee engagement and productivity, especially now that many agents work, at least some of the time, from home. For remote agents especially, it can be more difficult to plug into the culture of the office and stay engaged with the brand without the face to face interaction they would usually have in the contact centre.
With the threat of COVID-19 still lingering, everyone needs to understand exactly what it means to come back to the office. Contact centres are at an especially high-risk for transmission due to the number of people on each shift and the sharing of equipment between team members throughout the day. There need to be strict safety guidelines in place for businesses that are bringing their workforce back into the office. In this blog, we go into detail on what bringing your staff back to the contact centre should look like
If you know anything about contact centres, then you know that it can be hit or miss when it comes to how interested (or engaged) an agent is with their caller, or their job for that matter…
The biggest threat to the productivity of a contact centre is a disengaged employee. If your team is disengaged with their work, the performance of your contact centre will suffer dramatically. But what if you were able to make a game out of your employee’s performance?
