Contact Center Pipeline August 2022 August 2022 - Page 44

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VENDOR ROUNDTABLE

An organization that allows its employees to work from anywhere , and in many cases in microshifts , is critical to driving workforce loyalty , particularly customer service .
Intelligent hiring solutions are becoming fundamental to contact center talent acquisition strategies . Especially given that customer service often struggle with high turnover .
At the core of intelligent hiring applications are virtual candidate screening and skills assessment solutions . These are designed to elevate candidate quality and customer engagement , accelerate speed-to-hire , and enhance employee retention through automated , analytics-driven candidate screening .
Using advanced predictive modeling and analytics , these solutions help assess the skills needed and promotes engagement with candidates earlier in the hiring process to gauge aptitude to ensure job success and satisfaction .
These attributes are critically important to contact centers that require language proficiency , engagement , enthusiasm , empathy , and alertness among other soft skills needed to deliver exceptional CX . DG : Let ’ s face it , the Great Resignation did and still does have an impact on the contact center . Companies did everything they could to retain employees , but in the end , there was still a lot of turnover .
What was unexpected is that when companies started hiring back , employees didn ’ t rush back to obtain jobs .
Instead , the Great Resignation allowed employees to rethink where , when , and how they want to work . Employees wanted more control of their work and personal lives , which is making it more competitive for contact center managers to hire and retain employees .
It all ties back to flexible scheduling and creating the right work / life balance .
AGENTS HAVE BEEN ... FIELDING AN INCREASED NUMBER OF CUSTOMER FRUSTRATIONS ...
---DANA SHALEV
DH : The elements of a workforce that equate to job quality are strongly linked to a fulfilling workplace . However , contact centers have historically been underperformers in this area .
By focusing on schedule flexibility , job variation , and appropriate pay levels , contact centers can make great strides in improving the workplace .
DS : In an industry plagued with above-average turnover , the pandemic not only offered agents flexible work-life environments , but it also increased burnout .
Over the last two years , agents have been on the front lines fielding an increased number of customer frustrations due to widespread issues our world hadn ’ t dealt with before .
Extreme supply chain disruptions and product shortages — on top of dealing with customers who are struggling with their own burnout — has made managing contact centers more challenging than ever .
Nevertheless , contact centers can thrive by addressing three major drivers :
• Workplace flexibility . After successfully adapting to remote work with few options , minimal support , and expedited timelines , agents have embraced the same benefits of WFH as other employees : the lack of commute , minimal distractions , and enhanced work-life balance .
With customers needing 24 / 7 support , companies must leverage WFM solutions to address the needs of the business while enabling the flexibility their employees crave . Like other remote workers , contact center agents want to be able to make a quick grocery trip in the middle of the day or pick their children up from school .
Better WFM solutions can help contact centers permanently adapt to hybrid or remote working models to meet agents ’ needs through adaptive scheduling or even split shifts .
• Agent experience . Being a contact center agent is a fundamentally stressful job , complicated by technological barriers , siloed systems , and inefficient resources . Upgrading your technology stack to support unified , integrated systems means happier and more efficient employees .
Similarly , task automation can prevent employees from performing excessive , repetitive tasks that often lead to burnout .
Utilizing machine learning and AI to automate redundant , mundane tasks and deploying self-service technologies that empower customers to resolve simple issues on their own can shift agent work from task-based to solutioning . This leads to an increased sense of purpose and decreased boredom .
44 CONTACT CENTER PIPELINE