Transforming Virtual Leadership and Team Engagement in a Hybrid Contact Center

In a post-pandemic world, NQX recognized the need across client programs to adapt to a growing hybrid workforce with remote and on-site teams. Creating a culture of belonging and engagement among all employees would be critical in optimizing performance and reducing attrition. The goal was to provide guidelines and tools to both incoming and seasoned team managers to lead effectively in virtual settings while staying aligned with the company’s vision of becoming the best hybrid employer in the industry.