The COVID-19 pandemic has fundamentally altered workplace dynamics, compelling businesses worldwide to adapt to remote work setups. With the immediate health crisis receding, organisations find themselves reassessing their operational frameworks, particularly within contact centres. According to a recent discussion featuring Michele Rowan, President of the Work from Home Alliance, and Justin Robbins, Founder & Principal Analyst at Metric Sherpa, published in CX Today, several strategies can refine work-from-home (WFH) methodologies.
The pandemic catalysed a profound shift towards remote working models, prompting executives to reconsider their approaches. Some organisations have embraced this change, drawn by the potential for reduced operational costs, access to broader talent pools, and enhanced employee satisfaction. In contrast, others prefer traditional office setups, either due to existing real estate commitments or personal preferences for in-person interaction.
The contact centre industry presents unique nuances in this debate, primarily due to the high cost of real estate and the preference of some lower-wage employees for the flexibility offered by remote work. Rowan's insights suggest that even five years post-pandemic, contact centres can still enhance their WFH strategies effectively.
Rowan outlines six critical best practices for optimising remote working environments:
Run a WFH Audit: It is essential to assess whether the contact centre has transitioned to remote working models. This audit should examine employee preferences regarding work location, leadership readiness to manage dispersed teams, and the adequacy of logistics and infrastructure in supporting this transition.
Embrace Solutions for Digital Learning: The reliance on digital tools for communication and learning is paramount. Implementing effective virtual collaboration platforms, performance tracking systems, and engagement tools can streamline workflows, allowing remote teams to function efficiently.
Amplify Reward & Recognition Programs: Maintaining high engagement levels can be challenging in distributed environments. Thus, contact centres should innovate their recognition and reward strategies through digital platforms. Solutions like gamification and employee swag shops can enhance motivation and team cohesion, fostering a supportive remote environment.
Reinvent the Onboarding Process: Effective onboarding is crucial for employee retention and engagement. Contact centres should initiate the onboarding experience as early as the job offer stage, ensuring ongoing communication and interaction that cultivates a sense of belonging and excitement. Tailoring onboarding content to be engaging and relatable can significantly improve new hires' initial experiences.
Revisit the Knowledge Management Strategy: A robust knowledge management system is essential for operational efficiency. Employees require quick, intuitive access to information to serve customers effectively. Implementing user-friendly platforms for knowledge sharing, coupled with gamified experiences, can drive engagement and enhance overall performance.
Don’t Wait Until Something Breaks to Change: Organisations must proactively update workflows and policies rather than waiting for technical failures or workflow breakdowns. By reassessing and refining operational processes before scaling remote work initiatives, businesses can minimise confusion and enhance productivity.
As organisations consider their future working strategies, these best practices highlighted by CX Today provide a framework for optimising contact centre operations in a hybrid working world. The ongoing evolution of AI automation and emerging technologies will undoubtedly influence these strategies, necessitating continuous adaptation and innovation to meet the needs of both employees and customers effectively.
Source: Noah Wire Services