Q. What are your recommendations

Q. What are your recommendations for contact centers seeking to maintain, grow, and/or evolve their use of WFH? A: I have three very specific recommendations: Offer as many options to employees as you possibly can in terms of where they work, types of schedules available, changing of schedules, etc. Catering to employee preferences will deliver the best talent, and drive ESAT, CSAT, and retention.







Does it cost more to offer a variety of workplace options and types https://lastdatabase.com/of schedules? Yes. But the returns in ESAT and retention will net cost savings, and they can and should be measured. “EMPLOYEES GET AN AVERAGE OF SEVEN HOURS PER WEEK BACK THAT THEY WERE SPENDING ON USELESS AND COSTLY TRAVEL TO WORK.” —MICHELE ROWAN Shift most of your recruiting budget away from job boards, and into your employee referral program.







Your employees have vast social networks, and the ability to deliver many, many qualified applicants right to your doorstep. It’s fine to pay out the bonus after days to protect your investment – your employees will get that. The bottom line is this – would you rather give your employees , , or , dollars per year for bringing in new hires, or do you just want to give this money to Indeed? Imagine the goodwill you’ll generate amongst your employees when you make the change.