In the profession of software development, the transition to remote work has been a significant shift for many, including myself. My journey into the world of working from home began well before COVID-19.
It started as an experiment with flexibility, gradually transforming from a couple of days a week to a full-time remote work setup. This change of course was because of my managers who showed a level of trust in me.
It sounds like they are working in a standard contact center, to me. It’s sad how much control/surveillance contact center managers wield over the agents. There are good companies out there, but for contact centers, they are unicorns, not the norm. The norm is “track every second, scrutinize any time waste”.