More effectively manage economic uncertainty and changing workforce dynamics in 2023 and beyond.
Today, many global organizations are managing a rise in remote and hybrid work – and few departments have felt the impacts of that more than the contact center. In fact, 73% of agents want to continue to work from home. The question is, are their companies prepared to support this for the long term?
Paired with changing workforce dynamics, contact centers are coping with issues such as economic uncertainty, customer vulnerability, an increase in global compliance regulations and ongoing pandemic-related disruptions —from the supply chain to employee health concerns. A perfect storm of external factors have led to higher interaction volumes and more complex customer conversations.
According to McKinsey, 61% of contact center leaders report a growth in total calls, with increased contacts per customer and a growing customer base as the key drivers. And 58% of customer care leaders expect call volumes to increase even further over the next 18 months. Not all calls are positive, either. Customer complaints rising to record levels.
The 2022 CallMiner CX Landscape Report shows nearly all organizations (99%) believe that the way employees deal with customers has a direct impact on the perception of the organization’s brand, products and/or services. An equal proportion believe the employee experience (EX) is at least somewhat important to customer experience (CX) success. But how do you keep your contact center employees motivated and engaged, while keeping customers satisfied and delivering the best outcomes?
To combat the changing workforce, an unpredictable economy and evolving customer demands, more organizations are adopting technology solutions, such as AI-powered conversation intelligence platforms, to help scale initiatives that drive operational efficiency and improved CX outcomes, while allowing employees to execute more meaningful work.
The most forward-thinking organizations are the ones that know the right technology helps them do more with less. Here are three strategies for how to get started.
This article is posted at callminer.com
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