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by Filip Spasojevic | March 19, 2020
I speak from a limited experience when it comes to working remotely, but one that is all too familiar to many people who work or study in modern urban environments.
It is a classic tale of waking up early in the morning and then going to the metro station, waiting for the train to arrive, traveling to where you need to be, and then repeating it all over again on the way back. And the further you live from where you need to be, the more you’ll recognize what I’m talking about. After a while, you can’t help but count up all those hours of time just being in transit.
Not only that, but commuting makes it harder to relax rest since a train is not exactly what most people imagine when you think comfort. After a long day, most people are just anxious to get home and spend some time alone or with friends and family.
Working the usual nine to five had, for me, become an almost eleven-hour marathon that I had to run every day.
Working from home has cut down the distance between my home and my “office” from 10 kilometers to the mere 10 steps I need to reach my computer. My office, one day, might be my living room, a cafe the next and, with a bit of forward planning, a different country a week from now. Working from home does come with certain challenges, but challenges that are always interesting, that require you to think outside of the box and that provide a sense of accomplishment when you find a solution.
It’s the little things that make working from home an enjoyable experience for me. Nothing about it is rushed or designed to make you feel uncomfortable.
My reason for working from home is not a noble one, or even a particularly interesting one. It is simply one that makes sense for me, and for anyone else who likes to learn or do new things. I believe that your general attitude towards life has a great impact on its quality, and because of that, I value every single second I’m no longer spending stuck on that train.
Now, in the morning, I wake up and take my dog out for a walk. We then go over to a coffee shop for the daily fix and to a bakery to get breakfast, all the while looking at people scrambling on the sidewalk, and listening to the cars on the street honking because someone didn’t step on the gas the millisecond the light turned green.
The same stress-free situation is also true for after work. My buddy and I go out for a walk again, maybe get something to eat, and both of us come back home a little tired, but still motivated to do other things, for which we thankfully have time.
But the timesaving nature of working from home is not necessarily the thing that I appreciate the most. It is, in fact, pulling apart the myth that work can only be done in one specific place, only with the tools that the employer has provided and only while wearing a shirt and tie. I’ve found that the freedom of not having these restrictions makes sense and motivates me in a way I was not expecting.
Now that so many others are getting a taste of working from home, I find it hard to imagine they’ll sacrifice that freedom again so quickly. In fact, I think a lot of them will be leaving their commuting days behind and instead enjoying life a little bit more, just like me.
Filip Spasojevic works remotely from Serbia as a Player Support Agent (representative). He focuses on improving customers’ experiences, by researching their issues and finding the most convenient and best solution. When off work, he likes running, playing drums and playing video games.
I started working for 5CA back in October 2019. Currently, I’m working as a Gaming Technology Support Agent in Spain. My job as an expert on the products of the company I'm supporting is to offer support to customers and get them up, running and happy in no time.
2020 is set to be a blockbuster year for gaming. In particular, mobile games that don’t need the player to invest in a console or any other equipment. One of the effects of the stay-at-home and quarantine orders during the Covid-19 coronavirus pandemic has been that people have needed to find things to keep them occupied.
The white paint lines on the road crept passed ever so slowly, like my life tricking away.
I tapped the steering wheel with my nails, trying to release the pent up stress and irritation while the radio mindlessly droned on. Then the tears came, right on time, same as usual.
When you look at how many people searched for ‘work from home’ in the past year, you see the chart soars in March 2020 just as many national governments were applying stay-at-home orders and quarantines to help reduce the spread of the Covid-19 coronavirus. This is no surprise. Every company that could possibly keep functioning with remote workers asked their people to go home.
It’s often said, ‘people are the weakest link in cybersecurity’. I get that and I agree that we must seek to minimize human-related threat vectors. But I believe that if we view our people, our teammates, as our greatest security asset, then we start from a position of strength.
Have you noticed how many companies and senior executives are now experts in building a work from home strategy? According to Malcolm Gladwell it takes 10.000 hours of individual practice to become an expert at anything. Have those 320 business hours since the 1st of March really made everybody an expert?
Across the world, business journals have been endlessly reporting of the heroic efforts of companies with large numbers of office-based employees managing to switch to a work-from-home strategy. This has particularly impacted the contact centers because they have a large number of people in a small area and this is no longer acceptable because of the social distancing required to keep us all safe.
For almost two decades, 5CA has been perfecting our work from home customer service model. The latest version, where we only ever hire agents to work from home, has been around since 2015, so it is clear that for us this is very much business as usual.
A few days ago I participated in a webinar titled ‘pioneering contact center quality working remotely.’ The title makes it clear what the focus was, but I was pleased to be joined by our Lead QA Analyst, Sylvia Mattl, and Derek Corcoran, CEO of Scorebuddy.
A few days ago I participated in a webinar titled ‘pioneering contact center quality working remotely.’ The title makes it clear what the focus was, but I was pleased to be joined by our Chief Customer Officer Rob van Herpen, and Derek Corcoran, CEO of Scorebuddy.
My experience with starting to work remotely has certainly been one of the very best opportunities I’ve had so far. It changed my life, for the better. I’ll gladly tell you the short story of how I went from an in-office agent biking to the station every day, to exchanging my bike for snow boots when I reached my new home.
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