Hybrid model, future of the workforce in 2021

By Annie Weckesser


2020 has proven to organisations and their customers that businesses can not only survive but thrive with a remote workforce. Today’s workforce will not go back to working solely from an office.

Come 2021, Uniphore predicts employee engagement will continue to evolve, especially as hybrid working begins where some employees are in the office and some are working remotely.

Technology adoption will see amplification. Leaders will have to be more accessible and conduct regular checks on the health and wellbeing of employees.

Meanwhile, empathy and connection will be at the forefront of conversations to ensure a motivated, productive team with a shared vision.

Laying down of clear Key result areas (KRAs) will take center stage. Acknowledging significant work will reinforce employees’ worth, lift attitudes, and make them feel valued. Strong, highly engaged cultures will be a competitive differentiator.

Most importantly, enterprises will have to rise to the challenge of ensuring all employees understand the company’s vision, strategy, processes, and culture no matter the space they work from.

The future of the workforce in 2021 will move towards the hybrid model – which, when done right, will allow to recruit good talent, achieve innovation, and create value for all stakeholders. It will be more flexible, family-oriented, digital, and purposeful. – Dec 25, 2020



Annie Weckesser, Chief Marketing Officer and  People Officer of Uniphore, a customer service platform that is powered by artificial intelligence (AI) and automation technologies.

The views expressed are solely of the author and do not necessarily reflect those of Focus Malaysia.

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