There has been challenges to overcome COVID-19’s impact on financial services organizations and their employees. Workers are wanting to continue to work from home, so agencies have had to invest and implement new technologies to make sure they can continue driving the mission and that customers’ needs are met. In this roundup, we will discuss the pandemic impact and how financial agencies are handling remote work.
For Many Bank Employees, Remote Work is Here to Stay
Over the past year, the COVID-19 pandemic has changed many workers’ attitudes on working from home and placed value on continued remote working. 62 percent of financial services employees surveyed said that they would want to work at home most or all of the time. “One lesson we learned from the pandemic is that offering flexibility and support programs leads to a more productive, engaged workforce,” said Claudine Hoverson, Synchrony Financial’s Chief Talent Strategy Officer. “Permanent work flexibility has become central to our new way of working.”
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Federal Remote Worker Podcast Series – One Year Later: Customer Experience and Contact Centers
When remote work became the norm for many, agencies had to adapt and implement new technologies, so workers were able to continue to function and drive the mission. Michelle Morris, Managing Client Partner for Public Sector Customer Experience at Verizon, said that they “had many technology requirements to consider from providing the right equipment to secure network access. Moving forward, it will never be like it was before the pandemic with a new shift on flexibility with regards to the employee experience.”
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What Should Banks Prioritize to Thrive During and After COVID-19?
With the shift to working remotely, agencies need to keep customers front and center of business and technology decisions, investing in secure remote solutions, and prioritizing responsible banking. New technologies, such as AI, are helping banks create better customer experiences that allow for greater connections. Additionally, there has been an increased investments in security around remote solutions, which makes for responsible banking.
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