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Running a contact centre today is a tricky business but it doesn’t have to be - with the right mindset and a human approach it pays to keep it simple. Ross Daniels outlines the most common pitfalls and how to navigate a smooth path to operational efficiency.
Many believe modern contact centres have become far too complex. In a world where ‘work from anywhere’ has become the norm, how do organisations manage the efficient scheduling and forecasting of their staff while keeping teams connected and meeting service levels?
The growth of digital platforms has merely increased complexity but not necessarily for the greater good. A new survey by McKinsey & Company reveals that during the pandemic, consumers moved towards online channels. In addition, organisations claim they are three times more likely than before the crisis to say that at least 80% of customer interactions are now digital in nature. However, only 35% of consumers are actually satisfied with automated CX solutions and 38% would still rather speak to a human being.
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Five golden rules of keeping it simple
The first step to successfully addressing operational complexity in contact centre is to be aware of the ‘do’s’ and ‘don’ts’. Avoid the most common mistakes by following these five golden rules:
Keep it simple with human-centred design
Once you know what pitfalls to avoid and have the right mindset in place, add the human touch to operations. Look from the outside in to establish what really matters to your customers and your employees? Involving people from the outset will mean that gaining buy-in and the budgets from the people who matter will follow naturally.
Building an operational strategy that starts with a human perspective achieves 7 positive outcomes such as:
About Ross Daniels:
Ross Daniels is Chief Marketing Officer at Calabrio.
Calabrio, a customer experience intelligence company, enriches human interactions with its analytics-driven workforce engagement management (WEM) suite. In 2019, Calabrio acquired Workforce Management (WFM) vendor Teleopti combining the best of both Teleopti WFM and Calabrio WFM into a single WFM solution fully integrated within the Calabrio ONE suite. The new Calabrio ONE empowers agents and management alike with a smarter approach. Through AI-driven analytics, Calabrio uncovers important customer behaviour, sentiment and reveals vital insights from contact centres worldwide.
Published: Wednesday, February 23, 2022
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