{"id":40778,"date":"2022-12-01T08:14:48","date_gmt":"2022-12-01T07:14:48","guid":{"rendered":"https:\/\/enreach.es\/?p=40778"},"modified":"2023-12-13T12:53:28","modified_gmt":"2023-12-13T11:53:28","slug":"what-is-hybrid-work-in-the-contact-center","status":"publish","type":"post","link":"https:\/\/enreach.es\/en\/blog\/what-is-hybrid-work-in-the-contact-center\/","title":{"rendered":"What Is Hybrid Work in the Contact Center?"},"content":{"rendered":"<p>We are practically knocking on the doors of \u201cyear 2\u201d since the start of the pandemic. And it is now when it seems that certain routines and habits that we adopt (in many cases, forced by the situation) have come to stay. At least to a large extent. One of them is teleworking or remote work. A way of working that moved our company office space to the homes of employees.<\/p>\n<p>Two years later, the classic model of office hours has disappeared in the vast majority of cases. <strong>The pandemic, the digital transformation and the demand of workers to reconcile work and personal life has led to more flexible hours and a hybrid work model in the contact center<\/strong>.<\/p>\n<h3><strong>What Is Hybrid Work in the Contact Center?<\/strong><\/h3>\n<p>The American consultancy Gartner defines hybrid work as that strategic work model in which employees and managers can \u201cflow through\u201d locations (the office, home or any other place), thus boosting employee productivity and commitment and reducing the usual burnout syndrome.<\/p>\n<p><strong>A hybrid job that does not affect the call center service at all, quite the opposite: digitization in what is known as the &#8216;Phygital Era&#8217; (combination of the physical or offline world and the digital or online environment) and, above all, good contact center software allows agents to offer excellent customer service without affecting CX<\/strong>.<\/p>\n<p>We must not confuse hybrid work with flexible hours. \u201cFlexible hours\u201d is more about allowing employees to tailor their work schedule to their personal needs.<\/p>\n<h3><strong>What Are the Benefits?<\/strong><\/h3>\n<p>Implementing hybrid work in a contact center has many benefits for both customers and the company:<\/p>\n<ul style=\"list-style-type: disc;\">\n<li><strong>Customer experience:<\/strong> motivated and happy agents do their job better, having a positive impact on the customer experience (CX) and on the purchase of the products or services offered.<\/li>\n<li><strong>Greater availability:<\/strong> when human resources managers allow an employee to work in a hybrid way, they are favoring a greater availability of agents, so that it is much easier to cover possible absenteeism, employ them in a more specialized way and satisfy the different needs that they can arise unexpectedly.<\/li>\n<li><strong>Reduce sick leave due to stress:<\/strong> burnout syndrome.<\/li>\n<li><strong>Commitment to the environment:<\/strong> at a time clearly marked by a commitment to sustainability, a call center that helps reduce pollution (when it comes to travel) will always be well received by potential customers.<\/li>\n<\/ul>\n<h3><strong>Challenges of Hybrid Work in the Contact Center<\/strong><\/h3>\n<p>While it is true that hybrid work has many benefits when it comes to managing customer service, there are also different challenges when it comes to working so that the level of service is not affected. In this post we have analyzed some of the keys to managing agents remotely:<\/p>\n<ul style=\"list-style-type: disc;\">\n<li><strong>Relations between workers:<\/strong> Hybrid work means that contact between workers is not as regular, direct and personal as it used to be.<\/li>\n<li><strong>Team management:<\/strong> very much in line with the previous point and quite a challenge for contact centers (especially at a time when the call center is multigenerational, that is, different generations coexist with their concerns, personalities and concerns).<\/li>\n<li><strong>Technology:<\/strong> <strong>provide agents with the <\/strong><a href=\"https:\/\/enreach.es\/en\/business-communications\/enreach-contact\/\"><strong>necessary tools<\/strong><\/a> so that they can handle incoming calls, social networks, live chat, email and other channels with guarantees. With good organization and good call center software, it can be resolved quickly.<\/li>\n<\/ul>\n","protected":false},"excerpt":{"rendered":"<p>We are practically knocking on the doors of \u201cyear 2\u201d since the start of the pandemic. And it is now when it seems that certain routines and habits that we adopt (in many cases, forced by the situation) have come to stay. At least to a large extent. One of them is teleworking or remote&#8230;  <a class=\"excerpt-read-more\" href=\"https:\/\/enreach.es\/en\/blog\/what-is-hybrid-work-in-the-contact-center\/\" title=\"Read What Is Hybrid Work in the Contact Center?\">Read more &raquo;<\/a><\/p>\n","protected":false},"author":7,"featured_media":40779,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"content-type":"","footnotes":""},"categories":[5191],"tags":[4120,3246,4121,3113,3327,5144,3216,5163,3427,3174,3757,3178,3166,4119,3177,4118,3418],"class_list":["post-40778","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-smart-contact-center","tag-agent-motivation","tag-agent-training","tag-burnout-syndrome","tag-call-center-en","tag-cloud-technology","tag-contact-center-en-2","tag-customer-service","tag-cx-en-2","tag-digital-transformation","tag-employee-engagement","tag-enreach-contact-en","tag-flexibility","tag-hybrid-work","tag-phygital-era","tag-productivity","tag-telecommuting","tag-teletrabajo"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v26.7 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>What Is Hybrid Work in the Contact Center? - Enreach ES<\/title>\n<meta name=\"description\" content=\"Hybrid work allows employees and managers to work from any location, boosting their productivity and engagement.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/enreach.es\/en\/blog\/what-is-hybrid-work-in-the-contact-center\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"What Is Hybrid Work in the Contact Center? - Enreach ES\" \/>\n<meta property=\"og:description\" content=\"Hybrid work allows employees and managers to work from any location, boosting their productivity and engagement.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/enreach.es\/en\/blog\/what-is-hybrid-work-in-the-contact-center\/\" \/>\n<meta property=\"og:site_name\" content=\"Enreach ES\" \/>\n<meta property=\"article:published_time\" content=\"2022-12-01T07:14:48+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2023-12-13T11:53:28+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/enreach.es\/wp-content\/uploads\/2022\/11\/imagen-post01-011222-2.png\" \/>\n\t<meta property=\"og:image:width\" content=\"970\" \/>\n\t<meta property=\"og:image:height\" content=\"546\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/png\" \/>\n<meta name=\"author\" content=\"Product User\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"Product User\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"3 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\/\/enreach.es\/en\/blog\/what-is-hybrid-work-in-the-contact-center\/#article\",\"isPartOf\":{\"@id\":\"https:\/\/enreach.es\/en\/blog\/what-is-hybrid-work-in-the-contact-center\/\"},\"author\":{\"name\":\"Product User\",\"@id\":\"https:\/\/enreach.es\/#\/schema\/person\/9abaa98deb451f01dbd96307250590b4\"},\"headline\":\"What Is Hybrid Work in the Contact Center?\",\"datePublished\":\"2022-12-01T07:14:48+00:00\",\"dateModified\":\"2023-12-13T11:53:28+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\/\/enreach.es\/en\/blog\/what-is-hybrid-work-in-the-contact-center\/\"},\"wordCount\":550,\"image\":{\"@id\":\"https:\/\/enreach.es\/en\/blog\/what-is-hybrid-work-in-the-contact-center\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/enreach.es\/wp-content\/uploads\/2022\/11\/imagen-post01-011222-2.png\",\"keywords\":[\"agent motivation\",\"agent training\",\"burnout syndrome\",\"call center\",\"cloud technology\",\"contact center\",\"customer service\",\"CX\",\"digital transformation\",\"employee engagement\",\"Enreach Contact\",\"flexibility\",\"hybrid work\",\"Phygital Era\",\"productivity\",\"telecommuting\",\"teletrabajo\"],\"articleSection\":[\"Customer service\"],\"inLanguage\":\"en-US\"},{\"@type\":\"WebPage\",\"@id\":\"https:\/\/enreach.es\/en\/blog\/what-is-hybrid-work-in-the-contact-center\/\",\"url\":\"https:\/\/enreach.es\/en\/blog\/what-is-hybrid-work-in-the-contact-center\/\",\"name\":\"What Is Hybrid Work in the Contact Center? - Enreach ES\",\"isPartOf\":{\"@id\":\"https:\/\/enreach.es\/#website\"},\"primaryImageOfPage\":{\"@id\":\"https:\/\/enreach.es\/en\/blog\/what-is-hybrid-work-in-the-contact-center\/#primaryimage\"},\"image\":{\"@id\":\"https:\/\/enreach.es\/en\/blog\/what-is-hybrid-work-in-the-contact-center\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/enreach.es\/wp-content\/uploads\/2022\/11\/imagen-post01-011222-2.png\",\"datePublished\":\"2022-12-01T07:14:48+00:00\",\"dateModified\":\"2023-12-13T11:53:28+00:00\",\"author\":{\"@id\":\"https:\/\/enreach.es\/#\/schema\/person\/9abaa98deb451f01dbd96307250590b4\"},\"description\":\"Hybrid work allows employees and managers to work from any location, boosting their productivity and engagement.\",\"breadcrumb\":{\"@id\":\"https:\/\/enreach.es\/en\/blog\/what-is-hybrid-work-in-the-contact-center\/#breadcrumb\"},\"inLanguage\":\"en-US\",\"potentialAction\":[{\"@type\":\"ReadAction\",\"target\":[\"https:\/\/enreach.es\/en\/blog\/what-is-hybrid-work-in-the-contact-center\/\"]}]},{\"@type\":\"ImageObject\",\"inLanguage\":\"en-US\",\"@id\":\"https:\/\/enreach.es\/en\/blog\/what-is-hybrid-work-in-the-contact-center\/#primaryimage\",\"url\":\"https:\/\/enreach.es\/wp-content\/uploads\/2022\/11\/imagen-post01-011222-2.png\",\"contentUrl\":\"https:\/\/enreach.es\/wp-content\/uploads\/2022\/11\/imagen-post01-011222-2.png\",\"width\":970,\"height\":546,\"caption\":\"What Is Hybrid Work in the Contact Center?\"},{\"@type\":\"BreadcrumbList\",\"@id\":\"https:\/\/enreach.es\/en\/blog\/what-is-hybrid-work-in-the-contact-center\/#breadcrumb\",\"itemListElement\":[{\"@type\":\"ListItem\",\"position\":1,\"name\":\"Portada\",\"item\":\"https:\/\/enreach.es\/en\/\"},{\"@type\":\"ListItem\",\"position\":2,\"name\":\"What Is Hybrid Work in the Contact Center?\"}]},{\"@type\":\"WebSite\",\"@id\":\"https:\/\/enreach.es\/#website\",\"url\":\"https:\/\/enreach.es\/\",\"name\":\"Enreach ES\",\"description\":\"\",\"potentialAction\":[{\"@type\":\"SearchAction\",\"target\":{\"@type\":\"EntryPoint\",\"urlTemplate\":\"https:\/\/enreach.es\/?s={search_term_string}\"},\"query-input\":{\"@type\":\"PropertyValueSpecification\",\"valueRequired\":true,\"valueName\":\"search_term_string\"}}],\"inLanguage\":\"en-US\"},{\"@type\":\"Person\",\"@id\":\"https:\/\/enreach.es\/#\/schema\/person\/9abaa98deb451f01dbd96307250590b4\",\"name\":\"Product User\",\"image\":{\"@type\":\"ImageObject\",\"inLanguage\":\"en-US\",\"@id\":\"https:\/\/enreach.es\/#\/schema\/person\/image\/\",\"url\":\"https:\/\/secure.gravatar.com\/avatar\/f3e75291fc65052d7e32bd862c9164dc7994f9e6daf233be6575fe9493397656?s=96&d=mm&r=g\",\"contentUrl\":\"https:\/\/secure.gravatar.com\/avatar\/f3e75291fc65052d7e32bd862c9164dc7994f9e6daf233be6575fe9493397656?s=96&d=mm&r=g\",\"caption\":\"Product User\"},\"url\":\"https:\/\/enreach.es\/en\/blog\/author\/enreach-product-usr\/\"}]}<\/script>\n<!-- \/ Yoast SEO plugin. -->","yoast_head_json":{"title":"What Is Hybrid Work in the Contact Center? - Enreach ES","description":"Hybrid work allows employees and managers to work from any location, boosting their productivity and engagement.","robots":{"index":"index","follow":"follow","max-snippet":"max-snippet:-1","max-image-preview":"max-image-preview:large","max-video-preview":"max-video-preview:-1"},"canonical":"https:\/\/enreach.es\/en\/blog\/what-is-hybrid-work-in-the-contact-center\/","og_locale":"en_US","og_type":"article","og_title":"What Is Hybrid Work in the Contact Center? - Enreach ES","og_description":"Hybrid work allows employees and managers to work from any location, boosting their productivity and engagement.","og_url":"https:\/\/enreach.es\/en\/blog\/what-is-hybrid-work-in-the-contact-center\/","og_site_name":"Enreach ES","article_published_time":"2022-12-01T07:14:48+00:00","article_modified_time":"2023-12-13T11:53:28+00:00","og_image":[{"width":970,"height":546,"url":"https:\/\/enreach.es\/wp-content\/uploads\/2022\/11\/imagen-post01-011222-2.png","type":"image\/png"}],"author":"Product User","twitter_card":"summary_large_image","twitter_misc":{"Written by":"Product User","Est. reading time":"3 minutes"},"schema":{"@context":"https:\/\/schema.org","@graph":[{"@type":"Article","@id":"https:\/\/enreach.es\/en\/blog\/what-is-hybrid-work-in-the-contact-center\/#article","isPartOf":{"@id":"https:\/\/enreach.es\/en\/blog\/what-is-hybrid-work-in-the-contact-center\/"},"author":{"name":"Product User","@id":"https:\/\/enreach.es\/#\/schema\/person\/9abaa98deb451f01dbd96307250590b4"},"headline":"What Is Hybrid Work in the Contact Center?","datePublished":"2022-12-01T07:14:48+00:00","dateModified":"2023-12-13T11:53:28+00:00","mainEntityOfPage":{"@id":"https:\/\/enreach.es\/en\/blog\/what-is-hybrid-work-in-the-contact-center\/"},"wordCount":550,"image":{"@id":"https:\/\/enreach.es\/en\/blog\/what-is-hybrid-work-in-the-contact-center\/#primaryimage"},"thumbnailUrl":"https:\/\/enreach.es\/wp-content\/uploads\/2022\/11\/imagen-post01-011222-2.png","keywords":["agent motivation","agent training","burnout syndrome","call center","cloud technology","contact center","customer service","CX","digital transformation","employee engagement","Enreach Contact","flexibility","hybrid work","Phygital Era","productivity","telecommuting","teletrabajo"],"articleSection":["Customer service"],"inLanguage":"en-US"},{"@type":"WebPage","@id":"https:\/\/enreach.es\/en\/blog\/what-is-hybrid-work-in-the-contact-center\/","url":"https:\/\/enreach.es\/en\/blog\/what-is-hybrid-work-in-the-contact-center\/","name":"What Is Hybrid Work in the Contact Center? - Enreach ES","isPartOf":{"@id":"https:\/\/enreach.es\/#website"},"primaryImageOfPage":{"@id":"https:\/\/enreach.es\/en\/blog\/what-is-hybrid-work-in-the-contact-center\/#primaryimage"},"image":{"@id":"https:\/\/enreach.es\/en\/blog\/what-is-hybrid-work-in-the-contact-center\/#primaryimage"},"thumbnailUrl":"https:\/\/enreach.es\/wp-content\/uploads\/2022\/11\/imagen-post01-011222-2.png","datePublished":"2022-12-01T07:14:48+00:00","dateModified":"2023-12-13T11:53:28+00:00","author":{"@id":"https:\/\/enreach.es\/#\/schema\/person\/9abaa98deb451f01dbd96307250590b4"},"description":"Hybrid work allows employees and managers to work from any location, boosting their productivity and engagement.","breadcrumb":{"@id":"https:\/\/enreach.es\/en\/blog\/what-is-hybrid-work-in-the-contact-center\/#breadcrumb"},"inLanguage":"en-US","potentialAction":[{"@type":"ReadAction","target":["https:\/\/enreach.es\/en\/blog\/what-is-hybrid-work-in-the-contact-center\/"]}]},{"@type":"ImageObject","inLanguage":"en-US","@id":"https:\/\/enreach.es\/en\/blog\/what-is-hybrid-work-in-the-contact-center\/#primaryimage","url":"https:\/\/enreach.es\/wp-content\/uploads\/2022\/11\/imagen-post01-011222-2.png","contentUrl":"https:\/\/enreach.es\/wp-content\/uploads\/2022\/11\/imagen-post01-011222-2.png","width":970,"height":546,"caption":"What Is Hybrid Work in the Contact Center?"},{"@type":"BreadcrumbList","@id":"https:\/\/enreach.es\/en\/blog\/what-is-hybrid-work-in-the-contact-center\/#breadcrumb","itemListElement":[{"@type":"ListItem","position":1,"name":"Portada","item":"https:\/\/enreach.es\/en\/"},{"@type":"ListItem","position":2,"name":"What Is Hybrid Work in the Contact Center?"}]},{"@type":"WebSite","@id":"https:\/\/enreach.es\/#website","url":"https:\/\/enreach.es\/","name":"Enreach ES","description":"","potentialAction":[{"@type":"SearchAction","target":{"@type":"EntryPoint","urlTemplate":"https:\/\/enreach.es\/?s={search_term_string}"},"query-input":{"@type":"PropertyValueSpecification","valueRequired":true,"valueName":"search_term_string"}}],"inLanguage":"en-US"},{"@type":"Person","@id":"https:\/\/enreach.es\/#\/schema\/person\/9abaa98deb451f01dbd96307250590b4","name":"Product User","image":{"@type":"ImageObject","inLanguage":"en-US","@id":"https:\/\/enreach.es\/#\/schema\/person\/image\/","url":"https:\/\/secure.gravatar.com\/avatar\/f3e75291fc65052d7e32bd862c9164dc7994f9e6daf233be6575fe9493397656?s=96&d=mm&r=g","contentUrl":"https:\/\/secure.gravatar.com\/avatar\/f3e75291fc65052d7e32bd862c9164dc7994f9e6daf233be6575fe9493397656?s=96&d=mm&r=g","caption":"Product User"},"url":"https:\/\/enreach.es\/en\/blog\/author\/enreach-product-usr\/"}]}},"_links":{"self":[{"href":"https:\/\/enreach.es\/en\/wp-json\/wp\/v2\/posts\/40778","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/enreach.es\/en\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/enreach.es\/en\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/enreach.es\/en\/wp-json\/wp\/v2\/users\/7"}],"replies":[{"embeddable":true,"href":"https:\/\/enreach.es\/en\/wp-json\/wp\/v2\/comments?post=40778"}],"version-history":[{"count":1,"href":"https:\/\/enreach.es\/en\/wp-json\/wp\/v2\/posts\/40778\/revisions"}],"predecessor-version":[{"id":40782,"href":"https:\/\/enreach.es\/en\/wp-json\/wp\/v2\/posts\/40778\/revisions\/40782"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/enreach.es\/en\/wp-json\/wp\/v2\/media\/40779"}],"wp:attachment":[{"href":"https:\/\/enreach.es\/en\/wp-json\/wp\/v2\/media?parent=40778"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/enreach.es\/en\/wp-json\/wp\/v2\/categories?post=40778"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/enreach.es\/en\/wp-json\/wp\/v2\/tags?post=40778"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}