Hybrid working is a style of work defined by flexibility and choice. It’s about working anywhere, anytime in an environment where digital platforms combine with leadership, communication, and co-ordination to create a great employee experience. Today, we’re at the beginning of a long journey to find out how (and if) hybrid working will be effective into the future.
Hesitant to embrace hybrid working due to concerns around trust and security – particularly customer data – around 20% of contact centre agents were shifted to permanent home working during the pandemic. The move’s provided many positives for agents, helping many with work-life balance and boosting wellbeing, but there are downsides, too, with mentoring and networking both taking a hit.
To find out more about the challenges and opportunities hybrid working holds for the contact centre, and strategies for making it a success, take a look at our recent whitepaper.