Is the application of smart working in a contact center different from other sectors?

[nusratjahan]

We say that every company has as many smart working models as there are employees , because everyone can experience it as they see fit, taking into account many factors: role, work style, family context, working from home conditions, etc.

However, it's clear that the 38% who desire a fully remote approach must be carefully considered when developing a smart working strategy. In particular, companies will shop need to pay particular attention to defining team rituals that include people who work primarily remotely.

Now, what are the steps to move beyond the emergency phase and make smart working structural?

At Smartworking srl, we have an approach based on answering two key questions:

1 Why do we need to change the way we work?
2 How ready are we for change?

We answer the first question by raising awareness within the organization, which must ask itself how smart sourcing can help it become more competitive. The tool for this work is the Smartworking Canvas, which, through strategic, feasibility, and tactical analysis, helps management define the characteristics of a project that is not just about enabling people to work from home, but also about creating a context for growth and evolution for the organization and its people.

The second step we recommend is analyzing the organization's responsibilities, the behaviors adopted toward a Smart working style, and the desires of individual members of the organization. This will help develop an action plan that takes into account the evolution of the organization and leadership, the adaptation of workspaces, and the digitalization of processes. At Smartworking, we implement this second step using a digital tool called Smatrix, which involves the company's people managers.