Hybrid working appeared to be the perfect solution for the post-pandemic world. In September 2021, a HealthEquity study found that 96 percent of U.S. employees preferred to work on a hybrid basis.
However, after having a taster of the hybrid life, many agents have grown tired of hybrid models. As the Washington Post article notes: "Hybrid work for many is messy and exhausting."
The good news is that - as per a 2022 Jabra study - 60 percent of employees still prefer hybrid work.
Nevertheless, many contact centers must improve their hybrid models to enhance employee, customer, and business outcomes.
Here are six ideas to do precisely that.
1. Give Agents More Schedule Control
Many workforce management (WFM) systems come with an that allows agents to view their schedules whenever they like and submit their schedule preferences. These filter through to resource planners, who can build them into staffing plans. Automated features can also do this automatically, allowing planners to make manual tweaks, accounting for their knowledge and experience. Finally, agents can use the app to submit shift-swap requests, bid for additional shifts, and make holiday requests.
2. Reconsider Shift Patterns
Contact centers must consider agent perspectives on shift patterns. After all, hybrid working allows for new flexible working shift types, including micro and split shifts. These offer agents the opportunity to earn extra money and fit their schedule around daytime activities, such as picking up children. Moreover, by adding these into the schedule plan, contact centers may better meet their typical demand profile. Finally, consider alternatives to the rotational system, which often goes against agent preference. Alternatively, a four-day, 37.5-40 hour fixed week tends to be the most popular option.
3. Launch a Voice of the Employee Program
Implement a voice of the employee (VoE) program alongside the usual Voice of the Customer (VoC) initiative to unlock the answers for improving agent experiences. Such a program will deliver more insight into how agents feel about their jobs, which will assist companies in identifying and addressing the reasons for apathy, burnout, or poor performance. Just remember that properly leveraging VoE findings is a long-term, continuous process rather than a quick fix.
4. Encourage the Adoption of Wellness Applications
Wellness applications encourage agents to avoid neglecting their health. Headspace is one of the most popular tools accessible, offering agents mindfulness and meditation sessions — with appropriate guidance — that work around their schedules. Another example is TaskHuman, which provides coaching and support sessions on diet & nutrition, mindfulness, work-life harmony, and breathing techniques. It also connects with various cloud contact center systems, such as RingCentral.
