Best practices in new work models

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Sitel Group, one of the largest global providers of customer experience (CX) products and solutions, was represented by Ravi Iyengar, chief operating officer for Sitel Philippines, Australia, and New Zealand at the recent IT and Business Process Association of the Philippines’ annual conference.

The event, titled “New Points of Contact: Advancing in a Boundaryless World,” has focused on how the workplace is evolving to meet the challenges of the new normal.

In his panel discussion about workspaces of the future, Iyengar shared how the successful hybrid work format from Sitel Group was a collaboration between leadership and the company’s associates.

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“We run a global program at Sitel Group called Sitel My Associate Experience (MAX),” Iyengar shared. “It is a large-scale group think program that allows us to get invaluable feedback from our associates and share ideas, best practices and innovations.”

“Sitel MAX played a key role in how we put together our current hybrid work format. We are leveraging the best operations model for our people, keeping everyone safe and secure, and giving employees more options,” Iyengar said.

The latest innovation launched during the pandemic was the Sitel MAXhub — a hybrid coworking center dedicated to in-person collaboration, training and development, and employee engagement.

“These MAXhubs are an integral part of what we see as the way forward in our hybrid work operations plans,” Iyengar added. “We will still have associates in our centers, and we have bolstered our work-from-home capabilities as well too. We are just giving our associates and partners more options while ensuring that their health and safety remains our top priority.”

“At the end of the day, each company will have to create a working model that is best for them. This usually means a robust combination of remote work and onsite work,” said Tracy Ignacio, panel moderator and chief operating officer for KMC Solutions.

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