Contact Center Pipeline August 2022 August 2022 - Page 4

MANAGING THE NEW NORMAL WORKFORCES

FROM THE PIPELINE

VENDOR ROUNDTABLE

PAGE 40
BRENDAN READ EDITOR , CONTACT CENTER PIPELINE
Training employees well , both new hires and existing staff is of paramount importance for organizations . But it is a practice that unfortunately is too often honored in the breach .
Employers today are rushed and stressed with the dual pressures of the Great Resignation leading to staff attrition and the economic headwinds that are forcing them to reduce costs .

MANAGING THE NEW NORMAL WORKFORCES

AUTOMATION , NEW CHANNELS , WFH , AND THE GREAT RESIGNATION ARE SHAPING WORKFORCE MANAGEMENT .
BY BRENDAN READ

AGENT DEVELOPMENT

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As a result , too many see training as a cost ripe for paring . They are focused on getting warm bodies in seats quickly to carry out the jobs at hand and worry about ensuring the personnel are performing the work well to the customers ’ expectations later .
The consequences of these “ penny-wise but pound-foolish ” attitudes are there for all of us to experience . Like product or service flaws and failures , late , incomplete , or failed deliveries , and yes , the poor customer service .
It is the contact center agents that bear the brunt of not only the bad decision-making of their own departments but that of the others that drove in the calls , chats , and emails .
At Contact Center Pipeline our mission is to educate organizations ’ customer billing , care , sales , and support departments , their managers , and staff with advice and best practices . And at the top of that list is Training , like in the articles in this issue , for the reasons stated above .
After all , we are ALL customers . Therefore , our successful experience with organizations depends on having contact center agents who are equipped , ready , and available to meet our needs . By doing so offers the best route for prosperity by earning our loyalty and yes , our spending .

OPPORTUNITIES AMIDST THE CHALLENGES

GAMIFICATION , PRACTICE , DIVERSE ENVIRONMENT , AND LISTENING TO AGENTS BOOST TRAINING EFFECTIVENESS .
BY SANGEETA BHATNAGAR

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