Remote working is exploding as a result of mobile technologies. An estimated 33 million Americans work remotely for all or part of their workweek, and the forecast doubles by 2016.
Enterprise road warriors are getting more work done now than ever before, with less down time. Flexibility and convenience is driving speed to market at a newfound pace.
For mid and back office support functions, remote working is liberating people to choose their ideal workplace - while controlling or reducing the high price of real estate.
And for contact centers, remote working opens up massive pools of US-based talent, flexible, variable staffing, sky-high employee satisfaction and retention, and improved attendance and productivity.
A recent survey conducted by Customer Contact Strategies by 200+ organizations revealed the following results:
- 74% of participants reported improved attendance
- 64% reported improved employee retention
- 58% reported productivity improvements
But how do we ensure that remote workers are as engaged, and as productive as their in-house counterparts? Three critical success factors: