7 top tips on how to combine technology and people to improve contact centre performance.
Every contact centre’s goal is to build customer relationships and improve the corporate image. However, this is difficult to achieve if the operation is full of unmotivated and dissatisfied people.
According to statistics, Britain might well lead the field when it comes to contact centres with over 50% of European call centres, but staff turnover is a major issue, costing approximately £2,244 for every person employed in the industry. This represents a billion pounds worth of brand equity lost each year in the battle to win the hearts and minds of customers.
On the other hand, engaged and satisfied employees are four times more likely to stay than their unhappy colleagues and are 3.3 times more likely to feel empowered to resolve customer issues. It’s clear that there is a strong link between good agent morale, cost efficiency and productivity, but how do you achieve the right balance?
The aim is to create a great place to work with robust technology, motivated staff and to watch performance grow.
7 Ways to Motivate Staff and Improve Contact Centre Performance
Well-trained human agents blended with AI innovation and flexible cloud-based technology combine to create the perfect customer experience but it all starts and ends with people.
Keep it simple. Create a great place to work and watch performance improve.
About Colin Hay:
Colin Hay is an experienced senior executive with a background in software, media and mobile communications. Following a distinguished eleven year career in the British Army, Colin completed an MBA. He has worked for mobile giants Motorola, 02 and Three and is an Associate Fellow at Warwick Business School.
Puzzel (formerly Intelecom) builds on 20 years’ heritage. It was one of the first pioneers to develop a cloud-based contact centre. Puzzel also encompasses leading mobile messaging and mobile payments to deliver a flexible and customisable customer interaction platform to meet the needs of today’s omni-channel and mobile environments. Headquartered in Oslo, Norway, Puzzel employs over 130 people who are all passionate about delivering innovative customer interaction solutions for contact centres and mobile environments.
Published: Tuesday, January 1, 2019
Eastwind sells Oracle, Ribbon, and Dialogic SBC and routing solutions for both premise-based and cloud-based deployments along with Microsoft Teams integration. Eastwind offers managed service offerings and complete 7x24 support.
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Call Routing and Contact Center Optimization
L&A provides consulting services to optimize contact centers, including call routing, skills-based routing, and multi-location routing. The firm's senior consultants have several decades of experience each in this area and work with all vendors' systems. L&A's president pioneered skills-based routing.