Many believe modern contact centers have become far too complex. In a world where ‘work from anywhere’ has become the norm, how do organizations 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 survey by McKinsey & Company reveals that during the pandemic, consumers moved towards online channels. In addition, organizations are three times more likely than before the crisis to claim 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.
The first step to successfully addressing operational complexity in contact centers is to be aware of the ‘do’s’ and ‘don’ts’. Avoid the most common mistakes by following these five golden rules:
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:
Read our next blog for practical tips on addressing complexity in the contact center. For more ideas and inspiration, watch Calabrio’s latest webinar “How to enhance customer and employee experiences by applying human-centered design.”