There’s a lot of talk about the value of having a diverse workforce, and that is a good thing, but having a wide range of individuals working in an organisation is only a starting point. If employees don’t feel listened to, valued and respected, you’re not reaping the benefits of their diverse perspectives. That’s where inclusion comes into play. As a leader, creating an inclusive workplace begins with you.
For contact centre managers, one of the biggest challenges is keeping staff motivated and engaged while still maintaining call centre metrics and efficiency. Often people see these two things as polar opposites pulling in different directions, thinking you can’t be meeting metrics and targets and remain motivated, or that efficiency comes at the cost of employee engagement. For managers it takes a lot of work to find the balance. Can gamification provide the tools to achieve this more easily?
“Culture eats strategy for breakfast” is a famous quote from management consultant and writer Peter Drucker. Just to clarify, he didn’t mean that strategy was unimportant – but that having a clearly identifiable and inclusive culture was a better route to organisational success. This idea has long influenced my own thinking about what made some businesses more successful than others, particularly when it came to delivering a consistently memorable and sustainable customer experience (CX).
So, we had the latest Gartner Magic Quadrant report for BPO Contact Centres released a week or two ago. How much attention do organisations actually pay to it? Is it a bit like the awards, in that it means more to those in it than those not in it?
I read this recently in an article by a leading Customer Experience Management Consultant who was discussing whether the ‘customer feedback survey’ was dead or not. His conclusion was that the survey is still a very valuable tool for engaging with customers, but that businesses need to change the way they do it. Surveys should focus more on allowing customers to tell them about the things that are important to them, rather than forcing the customer to answer questions about things that are important to the business.
Building on recent research and analysis in multiple sectors in the UK, South Africa and across Latin America, this paper sheds new light on why it is crucial for organisations to get the perceived balance of effort right, in the eyes of customers, in order to maximise revenue opportunities. Download the White Paper from IPSOS to find out more.
This article gives you tips on how to improve your Contact Centre efficiency! Including standout mindsets that make a difference, skills that drive high performance, knowledge management, switching off 'autopilot' and the role of managers.
If you want to succeed in connecting your business purpose to the outcomes your customers crave and buy more of from you in preference to competitors… then you need to step up to the People (Not Customer) Experience plate and engage in the sort of business wide outcome orientated change that makes the most of your greatest asset – Your Colleagues – by engaging and aligning them to the things that deliver the greatest return on investment for all stakeholders – including Customers.
It has never been more important for businesses to really take stock of the Covid-19 pandemic and the overall impact to their business but also their staff. Absolutely there have will been discussions, investments and policies/strategies created for finance, IT, sales and marketing because of the last couple of years. But what about the health and wellbeing of your employees?
Every generation has its challenges. Millennials may have grown up with the fastest evolving pace of change and technology but it’s not always having a positive impact. Today, more than half the workforce will be made up of Millennials and this will have a big impact on business and how they operate. As consumers, Millennials are demanding, expecting instant gratification and customisation. As employees, while they have incredible potential, some predict that they will prove to be one of the most challenging generations to manage yet.