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5 To-Do’s for Call Center Success in 2022

I recently read that most Americans aren’t setting New Year’s resolutions for 2022, which is understandable considering the PTSD we’re likely all experiencing from the past two years. That said, I’m an advocate for setting both personal and business goals annually. My team and I have learned a lot over the course of CH Consulting Group’s 10 years, including the best things you can do to set your contact center up for long-term (not just New Year) success.

Get Used to Hybrid Work
Like it or hate it, hybrid work is here to stay (hear what Slack and Zoom leaders have to say on the subject). While some contact centers have returned to the office, others are exploring hybrid models or have decided to utilize a fully remote workforce. Some of the benefits of work-from-home include a larger applicant pool for recruiting new talent, as well as flexible options that appeal to today’s workforce. The flipside presents challenges for tech security and employee engagement.

Read more from CHCG:
Work from Home 101 & Optimization Best Practices
Should Your Agents Work from Home? How to Think Outside the Cubicle.

Invest in Workforce Management (WFM)
It’s a critical component of contact center operations, yet many leaders overlook this basic principle. WFM enables you to streamline the people, processes and technology required to create lasting and impactful business transformations in your contact center.

Read more from CHCG: The Importance of Workforce Management
And from our friends at ASK Telemarketing: The Importance of Measuring WFM
Drive Customer Experience through Employee Experience
Engaged employees are less likely to leave your business, which helps reduce the costs associated with turnover and onboarding, but they also have a very real impact on customer experience. What’s more, Gallop estimates that “actively disengaged” employees are responsible for productivity losses of between $483 billion and $605 billion dollars annually. Ouch.

Read more from CHCG: Improve Customer Experience by Improving Employee Engagement
And from our friends at Virtual Live Lab: 3 Mistakes Leaders Make that Sabotage Employee Engagement

Develop an Omni Channel Strategy
Looking through past blogs, I realize I have written extensively about the use – or rather lack thereof – of omni channel. Many businesses like to promote their omni channel approach to CX – “We meet the customer where they are!” – but few can deliver on this promise. Fact is, customers expect easy-to-use omni-channel tools that provide them with more choices for communication. Companies that listen to their customers are reaping the benefits. However, many businesses still need to get on board.

Read more from CHCG:Lack of an Omni-Channel Strategy is Costing you Money
An Omni-Channel Strategy is a Necessity Amid the COVID-19 Pandemic The Link Between Customer Journey Mapping and the Omni-Channel Experience

Do a Voice of the Customer Audit
If you have plans for Customer Journey Mapping in the New Year – and I sincerely hope you do! – you MUST have your Voice of the Customer data well in-hand. Trying to build a Customer Journey Map without quality Voice of the Customer data is like making an omelet without eggs. You’ll still produce a product, but it’s not an omelet. Please don’t go through the work of creating a customer journey map only to discover you don’t have the necessary ingredients.*

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