... ENGAGEMENT OF REMOTE AND HYBRID STAFF CONTINUES TO BE A PRIORITY. MOST CONTACT CENTER BUSINESS UNITS ARE NO LONGER CO-LOCATED.
REMOTE WORK
BY MICHELE ROWAN, CUSTOMER CONTACT STRATEGIES
MAKING REMOTE WORK SUCCESSFUL
EMPLOYEE CHOICE, DEVELOPMENT, ENGAGEMENT ARE KEY.
ILLUSTRATION PROVIDED BY ADOBE STOCK
Bloomberg Law reported in February 2025 that CIGNA will tie executive compensation to customer experience( CX) Net Promoter Scores. Certainly, part of that will come from contact center interactions. It’ s nice to see that contact center value and shareholder value is being so formally and publicly aligned.
This development segues into why remote staffing a. k. a. work-from-home( WFH) is so important in today’ s CX environment. As the importance of quality customer CX continues to rise, so does the quality of the interactions and support, along with the people we hire to deliver all of it.
22 CONTACT CENTER PIPELINE
EMPLOYEES WANT CHOICE
Most employees today( and certainly the top performing employees) want choice on where they work, and they want flexibility within the role itself, including some scheduling flexibility. This can be delivered by offering fully remote, hybrid, and fully in-office roles, where location and preferences can be changed upon request and availability.
For example, it is extremely attractive to employees to know that as the school season starts, or comes to an end, their work location can change. The same goes for when care giving arrangements or the needs of aging parents or other family members are altered.
... ENGAGEMENT OF REMOTE AND HYBRID STAFF CONTINUES TO BE A PRIORITY. MOST CONTACT CENTER BUSINESS UNITS ARE NO LONGER CO-LOCATED.