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. 


This new norm means that rather than adapting ‘on the fly’ as organisations did throughout the pandemic, when the future was uncertain, leaders need to adapt their practices to what has become a permanent fixture in the everyday lives of people everywhere. 

For contact centre leaders, managing a remote workforce is about creating a community where agents and customer service team leaders feel connected. 

Doing so has substantial advantages, minimising challenges cited by employees, which in turn improves business outcomes, such as employment continuity and longevity. 

Our ebook proposes the following five-step framework that puts human-centricity at the core of the Work From Anywhere model, to help contact centre leaders and their teams thrive in the new era of work: 

#1 Get the onboarding process right from the start

As employees continue to work remotely, contact centres can no longer depend on the organic way of training new agents by having them watch their colleagues in action. Tailoring an effective onboarding process specific to the hybrid working environment will positively impact agent productivity and retention as they are set up for success through an approach relevant to their circumstances.

#2 Innovate on best practices and processes to drive better employee experience

Contact centres have always been stressful environments where employee retention presents a challenge. As agents face high-pressure situations on a daily basis, answering customer queries and solving their problems in real time, employers need to prioritise an “employee-first” mindset to prevent burnout. Organisations might consider technologies such as knowledge management, gamification, quality monitoring and coaching, and workforce optimisation to ensure consistent employee experiences, which have been disrupted by a dispersed workforce. 

#3 Re-invent your training and coaching programmes

Developing a well-rounded training programme that accounts for the Work From Anywhere model can combat the difficulties of trying to implement traditional classroom-style learning. With agents wanting more flexibility and less working hours, training needs to be seamlessly integrated within the workplan. Programmes should focus on empowering agents, showing them greater empathy, and keeping remote workers connected to the corporate culture to improve employee and customer experiences. 

#4 Build a holistic 'Work from Anywhere' security framework

During live conversations with customers, agents are privy to extensive confidential information. Working from Anywhere opens new opportunities for cybersecurity risks - including confidentiality breaches, security attacks, data theft, impersonation, and home network vulnerability – to play out. Implementing security practices such as biometric authentication, encryption, multi-factor authentication, employee training, and provisioning of devices, can support a holistic security framework that minimises the risks presented by Working From Anywhere. 

#5 Build a robust business continuity plan for your Work from Anywhere workforce

Working From Anywhere exemplifies business continuity following the outbreak and continuation of the pandemic. As what was once continuity has evolved into a new era of work where this practice is the norm, it is crucial to adapt continuity planning. By supplying dedicated remote IT support, ensuring connectivity, devising a talent acquisition plan, and outlining a device backup strategy, leaders can safeguard the future of their remote workforce. 

By centring the wants and needs of employees who Work From Anywhere using this framework, leaders can set themselves, their teams, and their organisations up for success. 

Download our ebook to discover specific considerations and steps you can take to achieve the framework solutions and improve implementation of the WFA model in your business. 

By accessing the insights in ‘Putting human-centricity at the core of the Work From Anywhere model’, you will be better equipped to thrive in the new era of work. 

Choosing a flexible lifestyle and demanding flexibility in our work patterns should not impact the success of contact centres. While the market is still shifting and experimenting with work models, we know that the hybrid work model is here to stay. 

Download a free copy of our ebook, ‘Putting human-centricity at the core of the Work from Anywhere model,’ developed with research consultancy Ecosystm. 

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