Post by Recently, a panelist discussin on Aug 20, 2024 5:35:58 GMT
The stopgap measures companies used to weather the COVID- pandemic storm are now expected features of today’s contact center jobs. Consider this: before the pandemic just % of contact center employees were remote, according to EmployBridge’s Voice of the Hourly Contact Center Worker in Today, more than % are WFH. Amid this shift, episodes of “The Office” look increasingly quaint.
Recently, a panelist discussing today’s customer service jobs https://lastdatabase.com/ climate was asked if we’ll ever go back to primarily office-based work. “We’ll go back on site,” she said, “when it’s nostalgic to do so.” Like pay phones and VCRs, office space has started to slip into the realm of inventions deemed no longer necessary. If the majority of contact center employees wish to work remotely, companies that are staunchly opposed to having a remote-first workforce will be left behind.
One client learned this the hard way when trying to enforce a return to office this year. This large insurance company had originally hired its current contact center team as remote employees. But when the leadership decided to bring everyone back at least three days a week, the response was immediate and dramatic. The entire function needed to be restaffed.