FlexEX

Improve retention, productivity,
and culture with FlexEX

A recent survey by Gallup found that a staggering 94% of employees want more flexible work options. Providing employees with flexibility has been shown to have a positive impact on retention, productivity, and culture. Our FlexEX approach is an agile workplace strategy that meets the needs and preferences of today’s workforce.

Tap into a more
diverse workforce

Groups that have traditionally fallen out of the contact center workforce, due to its rigid schedules, now have the opportunity to re-enter through our FlexEX approach. FlexEX allows companies to tap into a more global, skilled, diverse workforce.

80% of employees say they want flexibility in where they work

FutureForum

94% say they want flexibility in when they work.

FutureForum

Improve retention and
reduce cost

The skilled labor shortage and wage war means retention is at an all-time low. Organizations that adapt to flexible working arrangements improve retention by as much as 50%. FlexEX reduces your overall cost to serve by increasing retention rates and lowering overheads associated with brick-and-mortar locations.

Flexible working decreases turnover by as much as 50% with employees feeling more loyal and refreshed.

Stanford University

Today's employees want the best of both

	Brick & Mortar	Work From Home
Traditional	Center-based, full-time delivery	Work from home, full-time delivery
Flex	Associates with greater levels of scheduling flexibility
Shared	Associates shared across multiple programs
Gig	—	Independent contractors working in a transactional model

Best
practices
for building
a virtual
contact
center

Be there for your customers,
anywhere at any time

STRATEGY GUIDE

Work-From-Home Customer Support Drives Customer Loyalty

Customers are loyal to the companies that they can depend on for an effortless experience. In this strategy guide, you’ll find proven strategies and real-world examples of contact center teams that successfully shifted to a remote model, maintained or even surpassed service levels, and ultimately increased customer loyalty.

Get the Strategy Guide