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Customer service and support leaders have joined the growing list of executives considering making work-from-home (WFH) policies a part of their postpandemic operating strategy. For the service and support function, the shift is monumental. Before the COVID-19 pandemic, the majority (72%) of customer service and support functions operated almost exclusively in-office, with fewer than 10% of employees working from home. The COVID-19 pandemic changed everything. Service employees, who traditionally did not have many work-from-home opportunities, have become used to it and like it, and the majority (about 70%) wish to continue Now, 76% of customer service and support functions have 80% to 100% of their staff working from home. And 89% of service leaders forecast 20% to 80% of their workforce will still be working from home two years from now. [swg_ad] “As customer service and support leaders work to formulate a lasting, postpandemic work-from-home strategy, they need to understand the impact that this transformational shift has had and will continue to have on the employee experience,” says Lauren Villeneuve, Director, Advisory, Gartner. “Understanding employee preferences will be a key aspect of building a work-from-home strategy that will last over the long term.” Download now: Build a Long-Term WFH Strategy for
