The changes that will occur in 2020 will have a long-term influence on how we operate. They’ve given every organization the chance to embrace improved working methods that blend the best of what we had previously with the new, more efficient procedures uncovered during the lockdown.

This is particularly true for customer service representatives. Many service operations and call centres were thrown off by the sudden shift to entirely remote labor. However, they uncovered new ways of thinking about service delivery and how to effectively assist those who perform such vital work.

Old-school command-and-control management approaches don’t function well in a remote work setting, as many organizations have discovered. It’s easy for important messages to be lost in the shuffle, and it’s tougher for executives to get a sense of how the staff is feeling.

After March 2020, companies that strengthened employee transparency saw an 85 percent boost in employee engagement.

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