WFH and Hybrid Data Points - It's Wor

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.

Here’s a couple of recent data points that I find compelling on a US scale:

• WFH improves productivity (Jeanna Smlalek, NY Times). Factors that could be related to contact center include time spent grooming and commuting, which has been re-invested towards a fresher start of the day and fewer distractions.
• WFH is driving faster economic growth by increasing the labor-supply of mothers. This is a huge benefit to society, and contributing to the post-pandemic surge in US economic growth A 10% increase in WFH is shown to increase mothers’ employment by 1% 

    (Emma Harrington and Matthew E. Kahn, October 2023)

• Gallup’s 2023 poll on US employee engagement are quite stagnant. There are slight changes to the high and low ends (actively engaged is ticking up and and actively disengaged is dropping) but largely the middle groups are unchanged. Given the huge ramp up of staffing and shift to WFH during the pandemic, followed by the workforce reductions of the last two years, I’m surprised there are not larger drifts. As organizational development of WFH and Hybrid programs continue to mature, it’s my hope we will see engagement scores also improve.

In my view the theme and key takeaways for contact centers and support functions include the following:

1. Contact centers are support functions are trail blazers when it comes to WFH and hybrid, starting with the simple fact that we’ve had more practice. Most of us have been using the model (or at least been exposed to it) for the better part of a decade prior to the pandemic. It was used more as a staffing and retention strategy pre-COVID, and now is embraced by many as a Workplace strategy. We have a solid leg up, and can help other groups within our organizations that are seeking direction and guidance.
2. When it comes to visibility of productivity, contact centers don’t have this issue to contend with. The tech we utilize gives us crystal clear views of productive and non-productive time, regardless of where people sit. This is an extremely important distinction for contact centers, and enables more swift and confident expansion of hybrid and full WFH. It is important to note that Reps need visibility of productivity as much as managers do, so if you have not yet installed live productivity and CX dashboards for all users, now is the time!
3. Freedom of choice is king. Giving people options on where they work is the best way to cast the widest net for talent. Second, offering flexible work schedules for people that want to adjust their schedules with regularity is very powerful. Some segment of your population probably wants fixed schedules, and some segment would like to make changes based on time of the year, family needs, other personal requirements. Building new work schedules or making changes and adjustments should not be a taxing or stressful event. It should be inviting, and easy to achieve.