Summary
In this conversation, Amas Tenumah and Bob Furniss discuss the ongoing shift back to office work post-COVID, the challenges of hybrid work models, and the importance of thoughtful leadership in contact centers. They explore the reasons behind companies' push for employees to return to the office, the impact of remote work on productivity, and the need for effective communication and community building in the workplace.
Takeaways
There is a significant push for employees to return to the office post-COVID. Many companies are struggling with the logistics of bringing employees back. The culture argument for returning to the office is often unfounded. Remote work has shown to be as productive, if not more so, than in-person work. Contact centers have been slower to adopt remote work models compared to other industries. Leaders need to be intentional about fostering community in the workplace. Hybrid work models are challenging to implement effectively. Companies should leverage the opportunity to build stronger teams when employees are in the office. Effective communication tools are essential for maintaining productivity in contact centers. Workforce management is crucial for understanding employee needs and optimizing operations.