Special Report: Managing the Hybrid Contact Center Workforce

Organizations and leadership teams are continuing to build out their strategies for an eventual return to on-premises work. Of course, it is essential that customer service agents are well-equipped and set up for success regardless of their physical location.

But what will these efforts look like? How can we ensure safety through social distancing and lowered capacities, while continuing to keep agents motivated?

These efforts must begin by prioritizing the employee experience and adapting a flexible environment where agents feel confident in being able to deliver the best possible support whether they are working on-site, remote, or some combination of the two.

This special report will cover:

• How the current and future state of workforce expectations, changes and challenges play a role in ensuring long-term success
• The importance of prioritizing agent engagement, flexibility and trust in a blended workforce environment
• The top 4 considerations when working toward building a resilient, high-performing hybrid team