Unlocking Success in Hybrid Work with Alvaria Workforce Reserve

Posted by Call Design on November 08, 2023

In a post-pandemic workplace landscape, the future is clear: it’s hybrid. According to a recent Gallup article by Ben Wigert, Jim Harter, and Sangeeta Agrawal, eight in 10 remote-capable employees expect to work in a hybrid or fully remote fashion. This shift is a testament to the changing dynamics of the modern workplace, and as Workforce Management (WFM) leaders, we need to stay ahead of the curve. At Call Design North America, we’ve always believed in aligning with the latest trends and research, and we’re thrilled to share our insights on why the Alvaria Workforce Reserve is more relevant than ever.

The Changing Landscape

Since the onset of the pandemic, the global workforce has been navigating an ongoing experiment in remote work. The tug-of-war between employers and employees on returning to the office has been a consistent headline. Yet, as organizations like Meta, the U.S. federal government, and Zoom mandate hybrid work, it’s clear that the office landscape is evolving.

As WFM leaders, it’s crucial that we understand the implications of this shift. Gallup’s extensive research shows that hybrid work is the new norm, with a significant percentage of employees embracing it. In fact, only 20% of remote-capable employees work entirely on-site, while 29% are fully remote, and 50% work in a hybrid model.

(Another example of a changing landscape: Franconia Notch State Park in October)

Best Practices for Hybrid Workplaces

As hybrid work becomes the new norm, it’s essential to leverage key insights from Gallup’s research while tailoring them to your organization’s needs:

  1. Define a Compelling Office Experience: With remote work on the rise, leaders should make in-office experiences purposeful. The office should be a hub for collaboration, professional growth, and relationship-building. Design hybrid policies and office spaces that inspire teamwork and align with your organization’s culture.
  2. Empower Teams to Shape Hybrid Work: Rather than imposing rigid guidelines, encourage teams to adapt hybrid work practices to their unique requirements. Collaborative decision-making ensures team members understand their roles and responsibilities, fostering a sense of shared ownership.
  3. Enhance Performance Management: Trust in hybrid work hinges on accountability. Implement a performance management system that provides visibility into goals, key metrics, and regular progress checks. Beyond metrics, prioritize coaching and behaviors aligned with your organization’s values.
  4. Invest in Training: Equip managers and teams with the skills needed to succeed in a hybrid work environment. Training is crucial to ensure effective collaboration and leadership in this evolving landscape.
  5. Adapt Office Space Strategically: As the nature of work changes, consider the impact on office space. Reconfigure your workspace to accommodate a hybrid workforce and embrace the shift toward remote participation in meetings. Ensure both office and home environments are optimized for productivity and collaboration.

The Role of Alvaria Workforce Reserve in Achieving Best Practices for Hybrid Workplaces

As contact centers transition to hybrid work, Alvaria Workforce Reserve can play a vital role in aligning with best practices tailored to the contact center.

  • Define a Compelling Office Experience: In the contact center, it’s crucial to make in-office experiences purposeful. Contact centers should be hubs for collaboration, professional growth, and relationship-building. Alvaria Workforce Reserve streamlines seat assignment changes, ensuring that when employees come into the office, they find seats that match their needs. This design encourages teamwork and collaboration, enhancing the overall office experience.
  • Empower Teams to Shape Hybrid Work: Reserve empowers teams to adapt to hybrid work practices by automating seat assignments based on business rules, schedules, and capacity. This automation allows WFM teams to have flexibility without the burden of manual seat management. It aligns with the best practice of collaborative decision-making by giving teams the autonomy to shape their workspace.
  • Enhance Performance Management: Reserve plays a role in performance management by ensuring that employees adhere to their assigned seats, minimizing disruptions, and contributing to schedule adherence for contact center operations. This feature, along with Reserve’s automation capabilities, supports an environment where performance can be effectively monitored and managed, crucial in the context of contact centers and WFM.
  • Invest in Training for Contact Center Success: With Reserve, contact centers can ensure that agents are optimally positioned based on their specific training needs. This feature facilitates the onboarding process, allowing new agents to be strategically located for better learning and support. Additionally, Reserve can be used to manage seat assignments for training rooms, ensuring that the training environment is conducive to productivity and collaboration.
  • Adapt Office Space Strategically: Reserve’s automated seat planning and management tools allow contact centers to efficiently generate seating plans for both front and back office personnel. It ensures that the right seats are matched with the right agents at the right time, which is essential in a contact center setting. As the nature of work changes, Reserve supports contact centers in reconfiguring office space to accommodate a hybrid workforce and remote participation in meetings, aligning with the best practice of adapting office space strategically.

(Remote work can sometimes look like early morning work chats by the beach)

What Call Design Offers: Navigating the Hybrid Landscape with Confidence

At Call Design North America, we’ve been at the forefront of the remote and hybrid work revolution for over six years, long before it became the norm. Our extensive experience in navigating the intricate dynamics of this evolving landscape positions us as leaders in the field. We understand the complexities of managing contact centers and WFM teams in remote, hybrid, or in-person settings.

Our seasoned professionals have been leading WFM and contact center teams remotely for more than a decade, accumulating a wealth of knowledge and expertise. CDNA’s commitment to staying ahead of the curve ensures that we’re well-versed in the best practices that enable WFM teams to thrive in any work environment.

Your Trusted Partner in the Hybrid Future

Whether you’re seeking solutions for optimized seat allocation, remote engagement, or strategic workforce management, CDNA has the experience and tools to guide your organization to success. We recognize that every organization’s needs are unique, and our tailored approach ensures that we align with your specific goals and values.

In an era where workplace flexibility is paramount, CDNA is your steadfast ally, offering cost-effective solutions that meet your organization’s evolving demands. As the workplace landscape continues to transform into a hybrid model, our commitment to adaptability and the latest workforce management trends remains unwavering. Embrace the future with confidence, knowing that CDNA and Alvaria Workforce Reserve are here to support your organization on this transformative journey.