November 18, 2020
November 18, 2020
Contributor: Gloria Omale
Service organizations that cannot shift all employees to work from home during the coronavirus pandemic need social distancing measures for on-site employees.
Not all employees can work remotely. For those who remain on-site, like many service employees, changes in workplace processes and design will help provide the social distancing they need to stay safe.
Download report: How to Adapt Customer Service in Response to COVID-19
At a March 19 Gartner cohort of over 50 service and support leaders, a snap poll showed that only 50% have a majority of staff working from home. That still leaves a lot of employees on-site.
“Many service organizations can’t implement remote work for all of their employees due to the lack of available infrastructure, the physical nature of some service and support roles, or because of union contracts,” says Deborah Alvord, Senior Director Analyst, Gartner.
“In such scenarios, service and support leaders must provide government recommended provisions, such as masks, sanitizers and personal protective equipment (PPE), as well as implement social distancing for the wellness and safety of on-site employees.”
Read more: 4 Actions to Be a Strong Leader During COVID-19 Disruption
Public health officials promote “social distancing” as a critical non-pharmaceutical action to slow the spread of the coronavirus, but discrete measures are needed to reduce interactions between people and keep physical distance between them on-site.
Gartner recommends that service and support leaders implement the following measures.
Read More: 9 Tips for Managing Remote Employee
“Social distancing might impact an organization’s culture and its employees’ productivity and engagement. But taking preemptive steps to address these implications by developing an effective employee communication plan and enabling managers to handle employee needs and responses will help minimize the impact,” says Gamika Takkar, Principal, Research, Gartner.
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Recommended resources for Gartner clients*:
Gartner for Customer Service & Support Leaders clients can learn more in How to Implement Social Distancing for On-Site Service Employees.
*Note that some documents may not be available to all Gartner clients.