Puzzel has penned some top tips and advice on hybrid working following 45% of the global workforce will adopt the model post-COVID.
Puzzel CMO Jonathan Allan penned a blog in which he reflected on the opportunities hybrid working can give contact centres and their hard-working staff, while also acknowledging some challenges some businesses may face moving forward.
He said: “For nearly 100 years, people have been commuting to workplaces and working eight hours a day, five days a week, without much objection. But in that time, the entire working world has changed.
"Today we use different tools, communicate in different ways, and live completely different lifestyles. Women have entered the workforce, meaning parents must now juggle schooling and childcare around work commitments. Businesses can now operate and trade around the world, requiring new ways to share ideas and work collaboratively. And we’ve also learned much more about human behaviour and the diverse ways in which we think and perform. Now Covid-19 has given us a chance to reflect.”
According to Gartner, 45% of the global knowledge workforce will be working from home two to three days per week by 2022. Added to this, nearly one in five will work remotely on a permanent basis.
This aligns with Puzzel’s findings from their Evolution of the Contact Centre research campaign with the Call Centre Management Association (CCMA), which revealed even more contact centres are moving to hybrid working models after the pandemic.
Allan says: “Gartner defines hybrid working as a strategic working model where employees and managers can ‘flow through’ locations.
“In the contact centre, this means enabling agents to serve customers from home or in the office, where it makes the most sense to provide maximum flexibility for employees and deliver maximum satisfaction for customers.”