By now, you have adapted to the initial “hair on fire” moments of COVID-19. You may have made up new policies and implemented changes without a clear plan for the future. After the initial chaos, many contact center leaders must stop to take a breath. As we deal with the new normal, it may be time to also begin to think about the short-term future for your business.
Here are five issues to consider as you make that plan:
1. Work from home is here to stay.Many companies may have stumbled into the reality that every employee can work from home. In the future, this will become less of an emergency response, and more of an expectation.
After some initial concern, many employees have become comfortable with the pace and the happiness of working from home. A recent Gallop poll found that 59% of employees would prefer to continue to work remotely as much as possible once public health restrictions are lifted. A good work-from-home policy may become a key component of a valued employee experience, and your best employees may even begin to migrate to companies who have strong work-from-home programs. In addition, company executives are probably already considering the possible real estate and operational savings that such a policy affords. You can expect there to be a push to rethink the traditional contact center cubes model.
Read the rest on the ICMI blog.
Customer Experience, Employee Engagement, Frontline Leadership,