As the world continues to navigate the challenges brought on by the COVID-19 pandemic, it is clear that the way we think about work has undergone a significant shift. A recent study conducted by Microsoft and published in Latin America highlights some key trends that have emerged in response to the pandemic.
One major trend is that employees are prioritizing their health and well-being above work. According to the study, 70% of respondents in Latin America indicated that they are more likely to prioritize their health and well-being over work compared to before the pandemic. This shift in priorities has led many employees, particularly those in Generation Z and Millennials, to consider changing employers in the coming year.
Another trend identified in the study is that managers feel caught between the expectations of leadership and those of their employees. In Latin America, 43% of managers reported that leadership in their companies is aware of the expectations of staff, but many still feel trapped trying to balance these expectations with the needs of the business.
Despite the challenges of the hybrid work model, many employees in Latin America have reported maintaining or even improving their productivity compared to the previous year. In fact, 85% of employees surveyed in the region reported no change or improvement in their productivity. However, leaders reported a different experience, with 39% feeling that productivity had declined since the adoption of hybrid work models.
One issue that has emerged for many hybrid employees is knowing when and why to go to the office. According to the study, 65% of hybrid employees in Latin America cited this as their biggest challenge. As a result, many companies are investing in redesigning their meeting spaces to be more accommodating for hybrid work, including adding more technology and making design and furniture changes.
The pandemic has also led to an increase in the amount of time workers are spending on the job. The study found that the duration of the working day increased by 46 minutes, and work outside of regular working hours increased by 28%. This has led to concerns among leaders that new hires may not be receiving the necessary connection and support to be successful in their roles.
Despite these challenges, many workers in Latin America are still interested in making the switch to full-time remote work in the coming year. According to the study, 58% of hybrid employees surveyed in the region are considering making the switch to full-time remote work.
In conclusion, the COVID-19 pandemic has significantly impacted the way we think about work, leading to shifts in priorities and new challenges for both employees and leaders. By adapting to these new expectations, organizations can prepare for long-term success in a hybrid world. As Jared Spataro, Microsoft Corporate VP, noted, “you can’t erase the lived experience and impact of the last two years, since flexibility and well-being have become non-negotiable for the employees.”
Today it is equally as important to meet the expectations of your workforce as it is to your customers. And while the desire for speed and convenience shape consumer expectations, they are no longer enough. Today’s customer wants a human, personal connection – an empathetic agent who is always “on” and can deliver a personalized, conversational experience. The stars of this highly competitive field have true “customer intelligence” and are recruited for their innate ability to understand people, relate to where they’re coming from, and troubleshoot issues. To access this level of specialized, CX support, look no further than one of the leading customer service outsourcing companies – Anexa.
Winner of multiple business awards in the customer service field, Anexa has assembled a rigorously vetted and skilled roster of CX specialists. These bilingual (English and Spanish) agents understand the critical importance of consistently delivering a great customer experience. Our customer service superheroes provide knowledgeable, personalized service and solve problems quickly. And by recognizing that the human touch is intrinsically tied to success when it comes to the bottom line, they can elevate your brand and your business.
Reach out to us at Anexa to find out how we can improve all your customer interactions while you focus on your workforce.