Contact Center Pipeline January 2023 January 2023 - Page 14

STAFF MANAGEMENT

ILLUSTRATION PROVIDED BY BIZVECTOR ADOBE STOCK

UPDATING THE EMPLOYEE PLAYBOOK SEVERAL EVOLVING TRENDS THAT ARE

14 CONTACT CENTER PIPELINE

FORCING MANAGEMENT CHANGES .

BY MICHELE ROWAN , WORK FROM HOME ALLIANCE

I

’ m seeing contact center trends change , and how could they not ?
Coming out of the COVID-19 health emergency , consumer life is largely returning to more familiar patterns and expectations when it comes to customer experience ( CX ), while some behaviors are changing ( more on that below ).
Employee life is dramatically different from three years ago . Consequently , leaders are needing to update the playbook to effectively respond to both for how they manage their customer sales , service , and support and most critically the employees that deliver them , planning for the long haul . Doing so will help them win the business and loyalty of customers through hiring and retaining quality people .
Here are the trends I ’ m seeing that are changing the game .
1
. Customer expectations are beginning to return to pre-pandemic levels for service and product delivery experience . While it seems that many consumers are still willing to allow some leeway on speed of answer for voice calls , digital channel expectations are much more demanding ( chat and SMS are real time and email response time acceptableness is shrinking ). And for many organizations , digital channel growth is accelerating faster than voice .
... FOR MANY
ORGANIZATIONS , DIGITAL
CHANNEL GROWTH IS
ACCELERATING FASTER
THAN VOICE .
How are organizations responding ?
I ’ m seeing long term adjustments being made to service level for voice
( e . g ., 80 / 20 moving to 70 / 30 ) and a greater shift and focus on speed to respond in chat , SMS and email ).
Bots have replaced IVRs for directional support . And by the time a human CX rep gets involved , customer history is often now at the rep ’ s fingertips , resulting in a much swifter resolution process .
2
. Staffing , while better , is still a challenge . Contact centers have always been susceptible to ++ turnover within the first 45-60 days of employment . Even with material acrossthe-board pay adjustments , this problem seems to be getting worse .