... MANAGEMENT CAN LEVERAGE THESE RELATIONSHIPS TO FORGE A THRIVING , ENGAGED , AND COHESIVE VIRTUAL WORKFORCE .
CULTIVATING DIGITAL CAMARADERIE
Creating a virtual environment that fosters real connections and reflects the warmth of in-person teamwork is both a challenge and opportunity for managers .
This goal can be achieved by organizing frequent video calls for both work discussions and casual chats , which help in building bonds within the team . Hosting online team-building activities , such as games or virtual happy hours , promotes a sense of fun and inclusion .
Recognizing team and individual accomplishments online , ensuring open and honest communication , and providing flexible work options and support , are key to developing a supportive and cohesive virtual workplace .
CREATE VIRTUAL SPACES FOR CASUAL INTERACTIONS
Employees and agents see comfort and common ground within a physical break room , so creating virtual spaces where team members can engage in casual , non-work-related conversations is essential .
These spaces , such as a Slack channel or Teams message thread dedicated to hobbies and personal interests or a regular virtual coffee meetup , serve as the foundation for building friendships . They facilitate sharing experiences and interests that bind team members .
Encouraging agents to join peer forums or social pages also allows employees to have a resource to not only build relationships and friendships , but also get support from peers to increase their success in your organization .
26 CONTACT CENTER PIPELINE
ENCOURAGE COLLABORATION AND PEER LEARNING
They are leveraging digital tools for project management , learning , and mentorship . Motivate and sponsor seasoned employees to organize virtual “ lunch and learn ” sessions or informal Q & A forums .
These platforms facilitate knowledge sharing and foster bonding and collaborative learning opportunities . As an added bonus , your top tier employees feel empowered to share their experience and enjoy the opportunity to increase their responsibility , further increasing their promotability .
CELEBRATE TOGETHER , EVEN IF APART
In the virtual space , acknowledge and celebrate personal milestones like birthdays , work anniversaries , and professional accomplishments .
Organizing online gatherings , sending digital tokens of appreciation , or making group announcements helps instill a sense of belonging . They ensure that employees feel valued and are an integral part of a cohesive community . Many CCaaS ( contact center-as-a-service ) systems provide dashboards , communication channels , and / or gamification boards to recognize and reward agents .
HAVE REGULAR CHECK-INS AND FEEDBACK
Promote a culture of transparent communication with consistent virtual check-ins . These interactions should extend beyond work-related discussions to encompass each employee ' s wellbeing , challenges , and aspirations , reinforcing friendships ' supportive network .
NAVIGATING THE FINE LINE
Carefully navigating the fine line between employee satisfaction and workplace professionalism - while striving to emulate the office ' s camaraderie in a virtual setting - can be a challenge . But it ' s imperative to approach this workplace improvement with empathy and sensitivity .
Avoiding forced interactions or compulsory social events is crucial , as these can feel insincere and potentially lead to employee disengagement . The key lies in striking a delicate balance , offering avenues for interaction that respect individual preferences and boundaries .
AGENT EXPERIENCE
Set an expectation that every remote agent is communicated with at least daily by their leaders . Remote workers already run the risk of alienation , but having leadership that never talks to them further alienates .
Frontline supervisors should call , chat , or email every agent every shift to see if they need anything and show interest in the agent and their life outside of work . The medium used for communication should be based on the preference of each agent and their preferred communication channel .
... MANAGEMENT CAN LEVERAGE THESE RELATIONSHIPS TO FORGE A THRIVING , ENGAGED , AND COHESIVE VIRTUAL WORKFORCE .
KEY TAKEAWAYS
The evolution to a WFH model in contact centers represents more than a mere alteration of the physical workspace ; it signifies a fundamental shift in redefining team dynamics and connections .
By acknowledging the profound influence of workplace friendships on employee satisfaction , retention , and productivity , management can leverage these relationships to forge a thriving , engaged , and cohesive virtual workforce .
The digital domain is ripe with possibilities , and with deliberate and thoughtful strategies , we can transform these challenges , like WFH / hybrid working , into opportunities , ensuring the essence of workplace camaraderie continues to thrive , resonating as strongly as ever , even from afar .
Eric Berg has spent 30 years in the contact center industry , currently serving as CEO of ContactCenterPRO Consulting . Eric is also the co-founder of the Midwest Contact Center Association , held various roles leading remote teams , and was the Lead Operations Consultant for Work From Home for J . D . Power .
Shane Devitt is a partner and Lead Consultant for ContactCenterPRO Consulting and an industry leader in Contact Center Technology and AI strategies .