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The pandemic has created a new norm in the world of work – the hybrid workforce. Today, 83% of workers prefer the hybrid model, and with contact centres now adopting the tools to enable agents to efficiently work from home, it has never been easier to meet these employee expectations. Craig Farley, Head of Consulting at IPI, discusses how a new working environment has created a new breed of worker. With a broader demographic of agent, spread across both the office and home-working environments, it is paramount for contact centres to keep agents feeling connected and feeling like one cohesive team. To that end, it is absolutely fundamental that today’s contact centre ensures that they have the right tools in place to cater for this new hybrid workforce.

Craig Farley

Head of Consulting

 

Read the full article at Engage Employee to understand how to build a unified and engaged team in the new way of working.

Post Categories:

Consultancy | Contact Centres | CX | EX | Omnichannel | WFM