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Article : Contact Centre Operations: Keep it Simple – Keep it Human

#contactcenterworld, @Calabrio

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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We invite you and your colleagues to join us LIVE as we take the highest rated industry conference back on the road in 2022 - join us and the elite in the industry at the 17th annual NEXT GENERATION Contact Center & Customer Engagement Best Practices Conferences!



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:

  1. Think before you digitise – rather than simply replace systems and processes with ‘like for like’ digital equivalents, check whether the original ways of working are still fit for purpose. This will save time and money further down the line.

  2. Value not cost – having the right mindset is critical to success. The usual reaction is to solve operational problems by cost-cutting – reduce labour costs, cut headcount and decrease costs in an attempt to increase profitability. It’s a common enough mistake but what about the customer? There shouldn’t be a trade-off between cost and efficiency. Better to ask ‘how do we add more value and get great results while achieving a positive business impact as well?’

  3. Involve the right people – when finding new ways to serve customers, ask frontline employees for their opinions and involve them early in the process. They have a wealth of valuable information and first-hand experience that is vital to selecting the right digital technology to best serve your customers.

  4. Learn from your users - when you are looking to introduce a new channel or service remember to ask customers it should look like or if it is even useful. Getting the research, design and testing right will avoid costly mistakes and keep customers and employees happy through closer engagement.

  5. Reassess success criteria – too many customer service organisations are so focused on metrics – such as the number of conversations per hour or average handling times that customers end up being treated as a statistic rather than a real person. Put in place the right measures of success that evaluate the human factor of digital interactions.

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:

  • Encouraging collaboration (to avoid siloed thinking, processes and ultimately costly mistakes as organisations transition to digital platforms)

  • Listening to shareholders (including the IT department and other senior executives)

  • Involving everyone in the process (contact centre staff, marketing, sales and operations)

  • Creating a shared vision for CX and EX across the organisation

  • Identifies capabilities and therefore by default, where there are gaps

  • Aligning people, process and technology

  • Creating the CX and EX vision to drive the technology roadmap.

#contactcenterworld, @Calabrio

About Ross Daniels:
Ross Daniels is Chief Marketing Officer at Calabrio.

About Calabrio:
Company LogoCalabrio, 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.
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Today's Tip of the Day - Speech Recognition

Read today's tip or listen to it on podcast.

Published: Wednesday, February 23, 2022

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2022 Buyers Guide Payment Services


Branch Employer Payments Platform - Earned Wage Access
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CallGuard, ChatGuard,
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A patented technology that is flexible way to take secure, PCI DSS compliant payments via live agents over the telephone, web, Chat, Chatbot, or IVR. No sensitive data enters the contact centre environment so, agents do not see, hear, store or record any card or personal details.

CallGuard can be deployed in various ways to fit the way your contact centre works. The solution can de-scope all, or parts, of your contact centre from the scope of PCI DSS compliance and works just as well for on-premise or home/remote working agents.

ChatGuard makes payments in Chat PCI DSS compliant and...
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Award-winning PCI compliance phone and multi-channel payment application.

PayGuard® is easy to deploy, very easy for agent to use from the office/contact centre or from home and is affordable.



Centralised Healthcare System Managed By The Contact Center - Assistt (Turkey)
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