Applying these key engagement pillars can lead to improved employee morale, lower turnover, improved performance, and increased customer satisfaction.

A hybrid workforce model isn’t going anywhere anytime soon. Agents are loving the flexibility and comfort it offers. But like anything, it comes with its own unique challenges as you try to keep employees engaged in their positions. If you’re unsure of where to start, the six pillars of a hybrid contact center workforce engagement strategy listed above would be a great place to start.

If you need additional help implementing those pillars, a solution like CXone Performance Management can do a lot of the heavy lifting for you. And for more tips on what success looks like in a remote or hybrid work environment, check out this webinar in which industry experts discuss what contact centers can do to fill gaps in technology, operations, and processes – and prepare for the post-pandemic world.