The major barriers to simplification are closer to home than you may think. An effective strategy starts at the top. Ross Daniels at Calabrio reveals the best practices that successful leaders share and how resource planners can lead the way.
In the first blog in this series, we introduced the importance of adding simplicity to the contact centre. We revealed how the trend towards flexible workforces can impact agent satisfaction, recruitment and retention as people threaten to quit their jobs rather than return to the office. With employee engagement as a top priority, we shared proven strategies to make life easier for frontline staff, including streamlining processes and technology. In this blog, we reveal the most common barriers to achieving simplification and how to overcome them.
‘Work-from-anywhere’ takes complexity to a whole new level
When it comes to complexity, we tend to think about advisors and customer experience first, but what about those running the show? The rise of the work-from-anywhere/hybrid model presents a host of challenges for operational leaders. They are faced with planning to combine in-person, virtual and at-home customer touchpoints while maintaining momentum and onboarding new recruits from a distance.
All of this with the need for heightened levels of engagement and the all-important human touch.
Maverick managers welcome here
Simplicity starts with good leadership skills and yet traditional management thinking and behaviours are the biggest barriers to success. Those leaders entrenched in a ‘we’ve always done it this way, so why fix what ain’t broke?’ way of thinking, fail to realise the world has moved on exposing them to organisational risk and diminished competitiveness.
This hybrid workforce calls for a different approach to problem-solving. Leaders turn ‘rogue’ within a moral, ethical and financially responsible business framework. Global analyst firm Gartner introduces ‘rogue thinking’, a management style that involves embracing 7 best-practices to allow leaders to think differently. These are:
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Combine skills with technology for maximum impact
Match newly acquired skills with technology that is personalised, easy and smart to simplify the tricky business of running today’s complex contact centre. Behind the scenes, the cloud makes light work of cost control or adding new agents and services quickly in a highly secure and compliant manner. Meanwhile, the latest Workforce Engagement Management (WEM) solutions combine real-time scheduling and forecasting capabilities with powerful employee sentiment analysis to motivate and develop advisors with that all-important human touch. In our next blog on simplification, we discuss how to turn theory into practice.
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, September 22, 2021
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