Customer + Colleague + Corporate - The Changing Interdependencies within Contact Centre Stakeholders
Customer + Colleague + Corporate: Over time, each of these constituent parts of the contact centre ecosystem have traded focus. We are now in an age where colleagues and staff are seen as the key component to success. The "Great Resignation" is being driven by a highly competitive job market, with organisations competing for staff. What can contact centre managers to do combat this?
- Drive up employee engagement
- Offer effective development plans for staff
- Understand and map out the Employee Journey
- New definition of Hybrid Working
- What role does WFM play?