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.
Read the full article at Engage Employee to understand how to build a unified and engaged team in the new way of working.
Craig is Head of Solution Consulting at IPI. With over two decades of experience in the dynamic world of contact centres, he’s seen the industry evolve, and evolved with it. Craig’s journey began with hands-on operational roles, focusing on technology, resource planning, and leadership.
Throughout his career, Craig had the privilege of collaborating with global brands, empowering them to harness cutting-edge technology and streamline their operations. Today, Craig leads Solution Consulting at IP Integration, where we leverage our extensive industry experience to help clients deliver exceptional customer experiences.
