The pandemic made workplace flexibility a key strategy for leaders looking to preserve — even strengthen — customer satisfaction and contact center operations during a time of great upheaval. Agents benefited, too, with most enjoying the freedom and improved work-life balance remote work provided them. They enjoyed it so much, in fact, that organizations now face what’s termed “The Great Resignation” if leaders try to force agents to return to working within centralized, physical contact centers.
To make matters more complex, workplace flexibility now is about much more than simply where an agent works. After all, the option to work remotely is a given now — it’s table stakes.
Today, workplace flexibility also means being flexible about how agents work and when they work. It’s the only way to retain the employees you have — and attract the ones you need.
Here’s how to go about it.
Find out more about improving agent well-being and retention — read our new report, “Health of the Contact Center 2021: Agent Wellbeing & the Great Resignation.”