AGENT EXPERIENCE
ILLUSTRATION PROVIDED BY ADOBE STOCK
REINVENTING
WORKPLACE CONNECTIONS HOW TO NURTURE FRIENDSHIPS IN THE REMOTE CONTACT CENTER ERA .
BY ERIC BERG AND SHANE DEVITT , CONTACTCENTERPRO CONSULTING
In today ' s workforce , as remote work becomes increasingly common in contact centers , we are confronted with the absence of once-familiar workplace relationships and the spontaneous connections formed in breakrooms or at the water coolers .
However , this shift to a work-fromhome ( WFH ) or hybrid environment does not signify the end of these interactions . Instead , it introduces unique challenges and opportunities to find and harness the power of workplace friendships .
24 CONTACT CENTER PIPELINE
This article covers the crucial role these relationships play in boosting employee satisfaction , retention , and productivity in remote settings . It outlines strategic approaches for management to foster these bonds , crafting a vibrant and connected virtual workplace .
MAXIMIZING EMPLOYEE HOURS BY RELATIONSHIP BUILDING
The average employee spends a substantial part of their life at work , amounting to tens of thousands of hours over a career . This time can be merely transactional or have purpose through meaningful workplace friendships .
Research has consistently shown that fostering connections among team members can transform these hours into a more productive and engaging experience . For instance , the ADP Research Institute highlights that employees who rank their coworkers highly are nearly twice as likely to be highly engaged in their work .
For contact center leadership , encouraging team camaraderie is not just about creating a pleasant work environment but is a strategic move to maximize the investment in each employee hour .
COMBATTING LONELINESS AS A STRATEGIC ADVANTAGE
In today ' s increasingly remote work environment , contact centers have a unique role in addressing the isolation felt by many remote employees .