2020 was a landmark year for the modern workforce. Companies were forced to accelerate their virtual transformation timelines, which in turn, exposed some initial performance and learning gaps.
But, in the end, companies were fairly content with their remote work evolution — CCW Digital research found that 50% of companies rated their adoption to the distributed environment as very successful.
Now, to ensure sustainable success in the continued remote environment companies must work to consistently upgrade their processes and actively engage and empower their agents in 2021. Additionally, after an entire year of working from home, employees desire a renewed emphasis on growth and development to justify their individual place within the organization.
This report will cover new tips for engaging employees and outline the leading challenges agents are now facing as they continue in the remote or hybrid environment. It will also unpack:
- Ways to incorporate more purposeful engagement that prompts creative and efficient customer interactions
- Tips on improving productivity with gamification and individual empowerment strategies
- Solutions for tailored development opportunities to ensure continued success in the hybrid environment