Jo Garland : Remote Employee Engagement In Contact Centers (WFH)

Jo Garland is an experienced CX professional. She is based in Surrey in the UK, close to London. In this interview Jo is speaking in a personal capacity as Peter Ryan called to ask about her experience of a Master's Degree in Leadership at Henley Business School. Jo graduated in 2021 with a distinction so the research was clearly appreciated by the course supervisors. Jo used the experience of the pandemic to focus her research on how the CX and BPO environment changed because of the move to a work-from-home and hybrid business model. We have often talked about the corporate experience of WFH on this podcast, but in this interview Jo goes into more detail on how WFH looks from a research perspective. How did office-based employees emulate the experience of working in a team when they all had to work from home? What worked and what is essential now that this is now normal? How can managers with remote teams ensure that they enable the creation of teams, no matter how the team is constructed  and how are we building a flexible future for CX? Do you have the leadership skills and structures in place to really manage in a remote environment? These are the questions that Jo and Peter explore in this edition of the CX Files https://www.henley.ac.uk/ https://www.linkedin.com/in/garland-jo/ https://www.linkedin.com/in/peter-ryan-montreal/ Episode 300 of CX Files... here's to another 300 in the future! Mark & Peter