There was a time when homeworking was the next best thing and then it took a dip in popularity, Recently, two major factors have put flexible working practices back on the map. Firstly, consumer behaviour has changed. Customers now expect instant access to organisations and their questions answered at a convenient time.
Secondly, today’s modern workforce no-longer expects a five-day-week, 9am to 5pm schedule and is open to the prospect of contracting, freelancing and gig working. These two factors provide a real reason to look again at flexible, remote, homeworking.
The good news is that today’s increasingly cloud-connected and virtualised world has brought increased possibilities. Where is the best place to start when it comes to allowing employees to work from home? Here's what has been learnt from past experiences.
How to get started
Managing a remote workforce comes with its own set of challenges. It is important that both frontline staff and remote workers have the information and technology they need to deliver an exceptional customer experience. Managers need the right tools to support their team to perform at their best.
1. Hire the right people and train them properly
2. Make the most of technology to create an inclusive mobile workforce
3. Create a social aspect
4. Add some fun with gamification
5. Enable mobile management – it’s not just agents who can work from home
6. Implement real-time analytics
7. Maximise workforce management
8. Take advantage of quality monitoring and call recording
Puzzel's latest white paper outlines the reasons to think again about homeworking. Download
here.
