The pandemic made flexibility in the workplace a key strategy for leaders seeking to preserve, even strengthen, customer satisfaction and call center operations during a time of great uncertainty.<\/p>\n
Agents also benefited from it, and most enjoyed the improved work-life balance that remote working<\/a><\/strong> brought them. They enjoyed it so much; in fact, that organizations now face what is called \u201cThe Great Resignation\u201d if leaders try to force agents back to work in centralized physical contact centers.<\/p>\n Today, flexibility in the workplace also means being understanding about how and when agents work<\/strong>. It is the only way to retain the employees you have and attract the ones you need.<\/p>\n It’s convenient to move your contact center operations to the cloud. The benefits of this move are twofold:<\/p>\n The entire management team must embrace flexibility by prioritizing the wellbeing of employees and actively advocating for its implementation in the workplace<\/strong>. In this sense, call center leaders will have to guide the rest to get out of their comfort zones, constantly rethinking what flexibility means for agents.<\/p>\n If agents are asked what their favorite hours are, responses vary widely based on lifestyle, family dynamics, and other personal factors. If you really want to implement flexibility to enhance employee wellness, give them the opportunity to select their schedules, swap shifts, schedule their breaks, have flexible start times, sign up for overtime, sign out early, or take a voluntary time off. Cloud tools allow agents to work online<\/a> in a very easy, intuitive and autonomous way<\/strong>.<\/p>\nHow To Do It?<\/strong><\/h5>\n
1) Implementing a cloud-based call center<\/a> technology infrastructure<\/strong><\/h5>\n
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2) Incorporating the Concept of Flexibility as a New Management Style<\/strong><\/h5>\n
3) Making Agent Schedules even More Flexible<\/strong><\/h5>\n
4) Scheduling a Mandatory Break Time<\/strong><\/h5>\n