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 center.
In our 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 labor shortages and staff dissatisfaction.
Finding enough of the right people and then keeping them is an age-old challenge for contact centers. 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 program and consider simplification from a human point of view.
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 center performance and enhance the customer experience. In our next blog, discover the main barrier to simplicity and how changing leadership mindset and behaviors can make a real difference.