{"id":23458,"date":"2021-12-02T13:00:08","date_gmt":"2021-12-02T21:00:08","guid":{"rendered":"https:\/\/blogs.poly.com\/?p=23458"},"modified":"2021-12-02T13:16:18","modified_gmt":"2021-12-02T21:16:18","slug":"hybrid-call-centers-the-best-of-both-worlds","status":"publish","type":"post","link":"https:\/\/blogs.poly.com\/hybrid-call-centers-the-best-of-both-worlds\/","title":{"rendered":"Hybrid Call Centers – the Best of Both Worlds?"},"content":{"rendered":"

There\u2019s still a lot of work to be done to define the best working model for hybrid teams in the call\u00a0center, which we addressed in a previous blog \u201c<\/span>Hybrid Workforce or Hybrid Employees?<\/span><\/span><\/a>\u201d Today we\u2019re investigating whether hybrid work delivers the best of both worlds or if it\u2019s a compromise that misses the mark and leaves remote employees wanting. Is there a better solution or improvements we can make around how our teams are structured? <\/span>\u00a0<\/span><\/p>\n

Employee experience plays a key role in building and running successful call centers in the era of hybrid working. As many agents have been working from home effectively, it begs the question\u2026. what is the office\u2019s role in today\u2019s modern call center? Is it a social meeting place? A learning and collaboration hub? Do we focus on \u2018half the space, twice the experience\u2019 to make employees want to come in, rather than forcing them?\u00a0<\/span>\u00a0<\/span><\/p>\n

Those are frequently asked questions surrounding our new normal, and many organizations are currently ramping up, struggling to adjust to their employees\u2019 new needs. That\u2019s where Poly comes in! On Dec. 8, we are hosting\u00a0<\/span>a webinar<\/a><\/span>\u00a0<\/span>with guests from\u00a0Telus\u00a0International and CCNG to explore hybrid working in call centers. The discussions will help you formulate a strategy to implement hybrid working and plan for what lies ahead.<\/span>\u00a0<\/span><\/p>\n

How are Service Levels Changing?<\/span><\/b>\u00a0<\/span><\/h4>\n

The long-term rise of digital interactions has been accelerated through the pandemic, and the inability to accurately plan caused havoc for many organizations. However, the time for\u00a0<\/span>hiding behind a badge on a website<\/span><\/span><\/a>\u00a0that says you\u2019re incredibly busy is long gone. How have your service levels changed? Are you using new or different Key Performance Indicators (KPIs)? What are your customers\u2019 expectations of service levels now? Poly is here to help you move through these questions and find suitable solutions.<\/span>\u00a0<\/span><\/p>\n

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Is the Great Resignation Making It Worse?<\/span><\/b>\u00a0<\/span><\/h4>\n

Attrition was already a major issue in call\u00a0centers\u00a0in recent years, but now, with over 40 percent of the global workforce considering leaving their employer this year,<\/span>1<\/span><\/a> it might get worse. Or could this be an opportunity for service delivery organizations? Has attrition increased or decreased in recent months for you, and does offering hybrid or remote work options help recruitment and retention? Join Poly and Call Center experts Mike Ringman, David Hadobas, and George Wilson who will share their insights into how the modern call center is transforming and the impact it will have on your business and employees. In this 45-minute session you will: <\/span>\u00a0<\/span><\/p>\n