Our latest Autonomous Customer research found that 38% of contact agents expect to be encouraged to work from home in the future. But if remote working is set to continue, there are serious personal, managerial, and operational challenges to overcome. Agents are experiencing increased anxiety, struggling with distanced leadership, and need a fit-for-purpose environment with proper equipment to replicate usual levels of performance. The pressure is now on for managers to set an example of healthy boundaries, realistic expectations, and priorities, while finding the best digital tools and working methods to maintain future efficiency. Our expert outlines three valuable tips that will restore the balance between wellbeing and productivity in remote contact centres.
