The Great Work-From-Home Experiment that started in 2020 has fundamentally changed how contact centers operate. 68% of employees now report that they would like to continue working from home at least part of the time. Long term, contact center leaders anticipate that about 53% of agents will primarily work from an office while 47% will primarily work remotely.
The hybrid workplace model, with its blend of in-office and remote working, offers big benefits for contact centers, including increased productivity, fewer disruptions, and access to a larger talent pool. But contact center leaders need to be thoughtful about how they set up the hybrid work environment. Above all else, they must make sure their agents are equipped with the customer knowledge, resources, and technology to successfully work from anywhere.
We encourage employee engagement by making our knowledge base EASY to use. Effortless: Team members can quickly find what they’re looking for. Accessible: All content is available 24/7 and updated regularly. Simple: Posts get straight to the point without fluff. Yours: Team member feedback guides the knowledge experience.Elizabeth Mangus, Knowledge Manager, HealthEquity