Throughout the pandemic, employees across the globe had to adapt to a new, remote way of working. This signalled a new era of work, which has had a significant impact on customer teams, and in turn, contact centres.
For workers, the widely adopted 'Work From Anywhere' (WFA) approach has created new opportunities, offered increased flexibility, provided valuable family time, and given employees autonomy over when they want to commute; and even when they want to work.
However, it has also presented challenges, such as employees feeling disconnected from corporate culture, mental fatigue and exhaustion, and even siloed teams, in some cases.
For most, the benefits of hybrid work outweigh the challenges, with research showing that only 13% of customer teams prefer traditional work hours, as opposed to the 74% in favour of the WFA model.