A remote work program has become a differentiator for organizations looking to attract and retain talent. The possibility to work from home provides staff with greater flexibility and reduces levels of pressure and stress.
Having grown more than 44% over the last five years, remote work has proved to be a huge enabler for business productivity. 85% of businesses confirm that productivity has increased in their company because of greater flexibility. Furthermore, and according to FlexJobs, 65% of workers are more productive in their home office than in a traditional office cubicle.
Deploying a remote work model is also an outstanding way of safeguarding your employees in a crisis scenario. Your agents will find some relief in knowing they can work from a remote location, at any given time, in case of a threat to public health or temporary impediment to hosting people within an office.
Implementing this program, however, is not as simple as it may seem. Here some steps to ensure a successful deployment of a remote work model.
Do not start working on the possibility of remote work simply because everyone else is doing it. Think about why and how it can benefit your organization as a whole. Here are key questions to consider before moving forward with remote work:
A successful remote work model starts with mutual trust. This is a top-down strategy where leaders must make use of available communication channels and rely on empathy, transparency and honesty. Creating trust, whether in the office or in a remote location, is based on the three big A’s:
A big part of remote work is about relying on the appropriate tools and platforms to enhance employee engagement and performance. Your infrastructure must encompass every task and interaction of a person’s role, including training, collaboration and quality management, among others. Additionally, your infrastructure should make these tasks as smooth and easy to perform as possible. Application leaders should stress-test the existing technology to ensure it supports remote work for everyone that is involved in the organization.
Around the world, remote work has now become the new normal and it’s unclear how long the transition will last. For many managers and agents, this is uncharted territory. This checklist is designed to help contact center leaders and supervisors successfully navigate this transition and continue to effectively manage and empower their agents.
Every organization revolves around the ability to adapt to changing customer demands. With rapidly changing expectations and the uprising of omnichannel strategies, businesses should think about if they are agile enough to meet this new reality in a remote environment.
Cybersecurity is especially important in a remote work scenario. With your staff operating on a home network or using their own personal device, your company and customer data should be protected at all costs in order to avoid a breach. As such, make sure your workforce follows these guidelines:
After you have outlined the ‘hows’ and the ‘whys’ to your remote work strategy, you can start thinking about what will be the best software to support your business needs moving forward. Talkdesk® offers a variety of cloud-native solutions to help organizations migrate their customer support operations, guaranteeing safe and flexible ways of remote work for their staff.
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