Get set for the Future of Work

Transform your business…

The Covid-19 crisis showed the value of homeworking for organisations and their employees. The challenge is now to evaluate its role within the ever-changing landscape of work.

While some organisations have insisted on office-based personnel returning to the office, the reality for most is that homeworking continues to be an important and popular element of workplace culture.

But how will it work optimally in your organisation? Which people are best suited to work-from-home? What role will AI play? And what home and hybrid working model will work best for you?

89% of business leaders said that the Covid-19 crisis had changed the contact centre industry forever**

The most popular hybrid working business model is ‘flexible working between the home and office where EMPLOYEES decide where they work on any given day’ (37% of respondents)*

… by making WFH and Hybrid more productive

If work from home is to be an integral part of the Future of Work then organisations must ensure it is both efficient and effective. It should never simply be a ‘nice to have’. Here’s just some of the benefits that businesses can enjoy from the successful implementation of a WFH/hybrid strategy:

• A larger recruitment pool
• Reduced office costs
• Higher productivity
• Lower operating costs
• More robust business continuity
• Improved scheduling flexibility
• Lower carbon footprint
• Happier and more productive employees

"We've been bred on the idea that work happens from 9 to 5, in offices and cubicles. It's no wonder that most who are employed inside that model haven't considered other options or resist the idea that it could be any different. But it can."

Jason Fried

"In the world of remote work, the key is not to prioritise what’s on your schedule, but to schedule your priorities.”

Steven Covey

Pastoral care &
communication

68% of organisations identify ‘Pastoral Care’ as a key hybrid working issue. 66% cite Communicating Effectively

Management Challenges

Here are some of the contact centre industry’s most pressing challenges according to a recent Covid-19 and post lockdown survey*:

85.9%

stated that they incurred no travel-to-work costs

they said they had removed
time wasted travelling to work

80.8%

* ‘How Successfully Has Your Contact Centre Embraced Hybrid Working?’ survey was conducted by Pitch Marketing and Cnect Wales in partnership with SuccessKPI and Sensée (2023)

** The ‘What Will Your Contact Centre Be Like Post Lockdown?’ survey was conducted by Pitch Marketing Surveys in partnership with Call North West and Talkdesk (2020)