Work is an activity, not a place.
Today’s customers expect exceptional customer experiences from whatever place, whenever they want, and from whichever device they choose. However, in order to deliver this, customer service agents must have the opportunity to operate from wherever they work best, while still being able to collaborate with their colleagues.
The recent shift towards home and hybrid working has shown that an optimal working environment will look different for each agent. A ‘Working From Wherever’ model allows agents to shape their working environment to help them perform at their best, whether that is in the office or at home. Unified Communications (UC) tools allow agents and managers to communicate easily, from wherever they are, while CCaaS tools allow them to communicate with customers easily, no matter the channel. Employing a hybrid strategy not only means that agents perform to their optimal productivity and efficiency levels, but also that they are more satisfied, leading to lower levels of agent churn.