The future of teleworking and digitalization
“After almost 2 years in which teleworking fluctuated between mandatory and recommended, what operating model do you plan for the new normal?”
In good Consulting Company fashion, we answer “it depends”.
In Portugal alone there are 1,300,000 companies (INE, 2021). Each model will depend on the Company, the workers, the sector of activity, the type of function, the managers,... And there will not be a single model but rather 1,300,000.
But also typically for the Consulting Company, to make it easier, we will group the answer into large groups and give it the name of an animal:
Chita Companies will be particularly innovative, creating schedules on a case-by-case basis if necessary and without fear of going “outside the box”, not forgetting the Company's needs but giving priority to maintaining workers in a competitive market.
Mocho Companies will adapt to new times with intelligence, adapting models that balance the desires of employees with the needs of companies, but without radical innovations.
Melga Companies will return to the previous model, facing whatever resistance there may be from workers, even workers and functions that clearly work very well and with lower costs from home.
"Digitalization is an unavoidable objective, transversal to the entire Economy. What impact will digitalization have on Contact Center operations?"
Digitization will not yet be fully assured in more conservative and less competitive sectors, which is not the case with contact centers. With very few exceptions, there is no longer paper circulating around operators' desks, in the office or at home. Contact centers, as a particularly innovative sector, have already passed this phase a long time ago and, like other more innovative sectors, are in the process of digitization.
Digitization, according to Exame Brasil, “is related to deeper changes in business models, processes and strategies and even the company’s structure, which can change to also operate online. Here, there is intelligent use of information stored in the cloud, which allows for a greater introduction of innovative concepts and tools, enabling the creation of a new organizational culture, products and solutions for consumers and the updating of internal and external systems.” In short, digitization is the process of transforming a company from an offline world to an online reality.
This process is already happening and will continue to deepen in all sectors of activity. A process accelerated by the pandemic.
We could risk projecting the future of contact centers in the coming years, but at the time these lines are being written, COVID numbers are rising again and a European country was invaded three weeks ago. We leave five-year projections for tarot readers.
What we know is that all contact channels associated with digital will be more and more dominant, as well as those closest to the new generations. From the current chat or video to others that will emerge and the contact centers will take over. Connection to other company departments will necessarily have to be more agile than it is today, because the pace of the customer will require it. And finally, contact centers will have to be even more resilient and adaptable because customers and society in general are not heading towards serene and peaceful times.
In APCC 2022 Benchmark Yearbook
Translated from Portuguese by Google Translate
“After almost 2 years in which teleworking fluctuated between mandatory and recommended, what operating model do you plan for the new normal?”
In good Consulting Company fashion, we answer “it depends”.
In Portugal alone there are 1,300,000 companies (INE, 2021). Each model will depend on the Company, the workers, the sector of activity, the type of function, the managers,... And there will not be a single model but rather 1,300,000.
But also typically for the Consulting Company, to make it easier, we will group the answer into large groups and give it the name of an animal:
Chita Companies will be particularly innovative, creating schedules on a case-by-case basis if necessary and without fear of going “outside the box”, not forgetting the Company's needs but giving priority to maintaining workers in a competitive market.
Mocho Companies will adapt to new times with intelligence, adapting models that balance the desires of employees with the needs of companies, but without radical innovations.
Melga Companies will return to the previous model, facing whatever resistance there may be from workers, even workers and functions that clearly work very well and with lower costs from home.
"Digitalization is an unavoidable objective, transversal to the entire Economy. What impact will digitalization have on Contact Center operations?"
Digitization will not yet be fully assured in more conservative and less competitive sectors, which is not the case with contact centers. With very few exceptions, there is no longer paper circulating around operators' desks, in the office or at home. Contact centers, as a particularly innovative sector, have already passed this phase a long time ago and, like other more innovative sectors, are in the process of digitization.
Digitization, according to Exame Brasil, “is related to deeper changes in business models, processes and strategies and even the company’s structure, which can change to also operate online. Here, there is intelligent use of information stored in the cloud, which allows for a greater introduction of innovative concepts and tools, enabling the creation of a new organizational culture, products and solutions for consumers and the updating of internal and external systems.” In short, digitization is the process of transforming a company from an offline world to an online reality.
This process is already happening and will continue to deepen in all sectors of activity. A process accelerated by the pandemic.
We could risk projecting the future of contact centers in the coming years, but at the time these lines are being written, COVID numbers are rising again and a European country was invaded three weeks ago. We leave five-year projections for tarot readers.
What we know is that all contact channels associated with digital will be more and more dominant, as well as those closest to the new generations. From the current chat or video to others that will emerge and the contact centers will take over. Connection to other company departments will necessarily have to be more agile than it is today, because the pace of the customer will require it. And finally, contact centers will have to be even more resilient and adaptable because customers and society in general are not heading towards serene and peaceful times.
In APCC 2022 Benchmark Yearbook
Translated from Portuguese by Google Translate
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