From agents to zedonks: the challenges of the future hybrid contact centre

When it comes to the so-called ‘hybrid’ workplace, one of the most discussed topics is “how many days should we be in an office vs. at home?”

Oddly enough, this isn’t a question which preoccupies the hybrid Zedonk - a charming (and rare) mash up of donkey and zebra. It doesn’t spend three days a week as a zebra and two days as a donkey, because it spends all its time being a different breed. And that’s what hybrid work is. It isn’t about the numbers of days in the office – it’s about getting work done, wherever and whenever you happen to be. The focus is the work, not where or when the work is done.