Workforce Management Featured Article
Cloud-Based WFM Delivers Broad Benefits
Telecommuting. This is a topic with which I am intimately familiar.
Indeed, I’ve been working at home for the bulk of my career.
In fact, I just had a nine-year anniversary with my employer. As I approach a decade with this company, it’s surprising to think I’ve never even visited company headquarters. But I’m cool with that. And my employer is too.
What really matters is that I’m doing the work that needs to be done. I’m happy doing it. And my employer and its customers are typically satisfied (and occasionally even thrilled) with the results. So it’s all good.
One thing that’s especially good about it is I can work from home, or from wherever I want to go. Meanwhile, my employer gets access to an experienced and dedicated worker. And it didn’t have to go to the expense or relocating me, or even paying for my equipment and connectivity.
Contact centers can benefit from this kind of arrangement too.
Using home-based contact center agents gives companies access to a larger pool of workers. And some of those workers may have a wealth of experience and a great work ethic. But they may not want to report to an office for work.
A telecommuting policy and cloud-based workforce management means they don’t have to. WFM software available through the cloud makes it fast and easy for remote workers to tap into the contact center resources they need to get the job done. They’ll be happy you let them work from home. And you’ll probably be satisfied (and occasionally even thrilled) with the results.
Because I’m a more experienced worker, I mentioned that angle above. But I should add that telecommuting can also be a great thing related to younger workers. Indeed, studies suggest that many younger workers place a high value on quality of life and flexibility, as opposed to just pay or salary. The below quote from Gartner (News - Alert) gets to that point.
“Organizations need to assess the potential needs, expectations, and aspirations of the next generation of employees within their centers,” commented Gartner’s Jim Davies (News - Alert) and Drew Kraus last year. “The impact a motivated and engaged employee can have – not just on operational performance, but also on the customer experience – should not be underestimated and should help justify future investment.”
Edited by Maurice Nagle
