BOX 2

The term and practice of hybrid work gained popularity after the end of the COVID-19-pandemic as employers sought some form of pre-pandemic in-office / on-premise working normalcy: while noting that many employees still had to WFH. Yet it has existed prior to that.

But what exactly is hybrid work, particularly in the contact center? Does it mean some agents working remotely, some agents on-premise? Or the same agents working some days remotely, other days on-premise?” So, we asked Jeremy Hyde to find out.

“ Both versions exist in the industry today, and the choice typically reflects leadership philosophy, talent strategy, and the availability of physical facilities,” says Jeremy.

“ Some organizations treat every employee as hybrid: all agents rotate between home and the office, often two or three days a week.

“ Within this model, some require everyone to be on-site on the same days to support collaboration, while others stagger schedules, with individuals working different in-office days.

“ Another hybrid model is based on geography, not shared schedules. Agents who live within a certain distance of a physical office may be allowed— or required— to work on-site part or all of the time, while those outside that radius operate fully remote.

“ This model and practice preserves geographic flexibility without mandating commutes for employees hired remotely.”

A: My recommendation is to design your remote model intentionally rather than simply replicating old on-site practices.

Start with strong frontline leadership, because the direct supervisors have the greatest impact on retention, engagement, and overall performance. Equip leaders to communicate frequently, act on feedback, and create meaningful connections so remote employees don’ t feel isolated.

Second, embrace flexibility where possible. Remote work is a major retention driver, and small amounts of schedule flexibility can open up highly reliable talent pools you might otherwise miss.

As mentioned earlier, there are twice as many candidates who want remote jobs as there are remote jobs, so if you offer a good one, people will want to stick around.

Finally, rethink your hiring strategy. Remote work allows you to tap into new geographic markets, tailor roles to different talent segments, and access stronger fits for your business.

Teams that approach staffing creatively get the most out of their WFH model, improve retention, and build resilience into their operations.

Brendan Read is Editor of Contact Center Pipeline. He has been covering and working in customer service and sales and for contact center companies for most of his career. Brendan has edited and written for leading industry publications and has been an industry analyst. He also has authored and co-authored books on contact center design, customer support, and working from home. Brendan can be reached at brendan @ contactcenterpipeline. com.

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