Like other organizations, our Contact Center temporarily deployed to 100% remote in March 2020. We were already 40% remote so we had experience with both deployment and work management. After a few months of operating effectively, our leadership team moved forward with a decision to make this a permanent arrangement. We gave up our real estate and started our new mode of operations.

One of the challenges with an all-virtual center, is the feeling of being disconnected. Now don’t get me wrong, we are more connected from a business perspective. We have more cross functional business meetings which allows us to collaborate. But the opportunities for the personal engagement have lessened – no social crossing paths in the breakroom, on the elevator, in the parking lot, etc.

So one of our managers came up with an awesome solution. He schedules periodic meetings entitled “Virtual Water Cooler Talk.” The entire management team is invited. The only rule is – NO SHOP TALK. It is an opportunity to chat, share, catchup, and laugh.

It is important that we don’t forget about the importance of personal bonding in the midst of our sometimes hectic work environments.

Note: This tip provided by SWPP Member Darlene Green of Shaw Industries. She may be reached at Darlene.green@shawinc.com.