We are starting to see some Workplace data points emerge that are interesting, and could be calls to action in WFH and hybrid environments both within and outside of contact centers. While the data is not at all specific to call centers (more the enterprise in its totality) we can safely draw some conclusions around the impact for CX functions.
Starbucks CEO Harold Schulz announced last week that they are “ordering” employees to return to the office a minimum of three days per week, after his earlier request fell short of 100% compliance. He also states that working from home is a “privilege.” Wow.
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: