Author: Ross Daniels, Chief Marketing Officer, Calabrio
The trend towards flexible workforces has exaggerated the complexity of running a modern contact centre. Make simplicity a top priority. That’s the verdict of Ross Daniels at Calabrio who shares a 5-point strategy to kickstart your journey towards simplification
Just when we thought the new world of remote and hybrid work might make life easier, it has actually produced new complexities. While frontline staff are united in their desire to meet rising customer expectations, they are also now divided by where they want to work. This places immense pressure on managers by adding an extra layer of complexity to the already complicated business of running a contact centre.
In Calabrio’s new blog series, we explore the importance of pursuing simplicity in an era of complexity. Why is simplicity so important, and what are the benefits of simplification for agents, operations managers and customers? We also share winning strategies to inspire your own journey towards simplification. In this first blog, we focus on making life easier for agents and how to tackle the most pressing concerns of labour shortages and staff dissatisfaction.
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Labour shortages are a primary concern
Finding enough of the right people and then keeping them is an age-old challenge for contact centres. This has been further complicated by the drive to get people back into offices clashing with their desire to work remotely.
In fact, many employees are threatening to quit their jobs rather than give up working from home, citing ‘no commutes’ (84%) and ‘cost savings’ (75%) as the top two reasons for remote work. Meanwhile, only 36% of employees are ‘engaged’ and 64% are either ‘miserable’ or just ‘going through the motions’. It’s the perfect time to step up your staff engagement programme and consider simplification from a human point of view.
5 ways to simplify the agent experience
Here are five tactics to tackle these new complexities from an agent perspective:
Simplify the agent experience to attract and keep the best talent, improve contact centre performance and enhance the customer experience. In our next blog, discover the main barrier to simplicity and how changing leadership mindset and behaviours can make a real difference.
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 8, 2021
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