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Organizations are working hard to support employee preferences while balancing business objectives and aligning company values and vision – by offering full time work...

WFH: Transitioning from a Staffing Strategy to a (How We) Work Strategy

I've been thinking about some of the key considerations for employees returning to office after this long period of WFH exclusivity, and wondering whether these resonate with you...

Shifting Savings and Expenses of WFH - Become the Progressive Employer

Businesses are social organizations, full stop. In-person gatherings, whether they be one-to-one or formal/informal meetings with a few or many attendees, hold tremendous value. Most people have a burning desire (on varying levels) to look others in the eyes and express themselves both verbally and through body language.   Imparting energy, expressing joy or disappointment, entertaining and having fun, are all components of the business of social interactions.

With 90%+ of contact center populations now working from home, the time has arrived to accurately assess what's working, what's not working so well, and where the opportunities sit for upgrades and tweaks to optimize WFH programs for the long haul. Michele Rowan, President of Customer Contact Strategies, conducts benchmarking surveys with Senior Leaders on their work from home programs several times per annum.

Here are a number of considerations for protecting employee safety and well being, and business health as restrictions start to lift, and we begin to return to the "new normal":

During this time of supreme health and safety measures for our employees, and rapid transitions for many teams going remote, here are some reminders that are the backbone of high functioning remote programs:

The work at home model is mature in the contact center world, with a solid 10 years of significant utilization under our belts. It is considered low lying fruit for ROI, in that businesses have the same clear visibility of output regardless of where people sit (in house or at home) and it appeals to so many people. This is not the case with many other enterprise roles, but for highly transactional jobs like many contact center experiences, working from home is - for the most part - a big, easy win.