While many contact centres had the technical ability to work from home, only a small number encouraged staff to work from home on a semi-regular basis, and very few had permanent work-from-home staff.
There were still a large number of contact centres that did not have the technology that allowed work-from-home, which required a flurry of upgrade activity in the early stages of the pandemic.
Once staff were working from home the focus turned to how best to manage a remote workforce. This included supporting, training and motivating staff in a new working environment, adopting new technology (including the widespread use of video conferences) and so on.
Now management are wondering what the future looks like – are staff going to work in an office, at home or a mixture of both? What is the best way to achieve this? Is it going to be the same for everyone or will staff have a level of personal choice?
We would be interested in your thoughts.
What were the main challenges you experienced during the pandemic?
Has it been difficult to retain staff?
How is your contact centre likely to operate in the future – in the office, remotely or a hybrid?
For assistance or more information please give us a call on 1300 789 456 or check our web site.