Does Where We Work Impact How We Work?
Before the COVID-19 pandemic, almost all contact center associates
worked strictly in contact center offices. When the pandemic hit, most
associates were sent home to work remotely. This arrangement worked
out better than anyone expected.
Today it is exceedingly difficult to get associates to go to a contact
center five days a week because they simply don’t have to anymore.
Companies that required associates to return to the office full-time
have experienced notable attrition.
Workers have had the upper hand in the current job market, so
discontinuing remote work for contact center associates may be a
costly decision for employers. Offering permanent hybrid or remote
positions may be the smart way for employers to attract high-
performing associates and offers the greatest defense against attrition.
The State of Customer Service Experience
Investments in People
and Processes
One of the most important elements to this whole
dynamic is understanding how to measure and
monitor productivity and quality in remote,
hybrid, and on-site environments.