With the emergence of Workforce Management Systems, customer service centers have benefited from a dramatic increase in efficiency. However, more times than not staggered staffing plans contribute to a disconnect within a company. That is to say, a breakdown of proper communication. Traditionally, set schedules allowed for routine trainings and planned team meetings, which designated a time and platform to interact with management. Today’s more “efficient” models create vastly different scheduling complex structures based on many factors making it almost impossible to create a unified team environment.
Managing the growth of an enterprise is often impeded because its easy to let successful habits of small enterprise inhibit our ability to move forward and adapt to an ever-changing market. This is why more complex communication structures need to be managed using the most effective communication tools.
For example, since I started at my first customer service center almost 17 years ago, I’ve seen the sad decline of face to face interaction and a decline in the proper training to develop a dynamic team environment. The confusion between efficiency & effectiveness has transformed call centers into rushed trainings resulting in employees feeling disconnected from their peers/management with endless emails that go nowhere.
The market is loudly directing us to our solution; and it is screaming the central importance of video communication. AV Technology has finally gotten to a point that makes video creation and production both technically practical and an affordable marketing tool. Thus, making it both an efficient & effective communication platform with higher learning retention rates. It is forecasted that by 2019 80% of all consumer internet traffic will be video based (Cisco).
What this means is that your business needs a Videographer/Producer!
A videographer is someone that creates video content, which can include a limitless range of sales trainings, Inter center tech tutorials, messages from management, program updates or any informational distribution with higher retention rates and motivational effect. A producer is someone that takes that content and edits it for distribution. Thanks to recent advances in video technology, making HD professional content is not nearly as difficult as it sounds. Imagine:
- Having technical training videos to train new employees on your business platform or equipment that can be viewed, re-wound and re-watched for optimal retention regardless if there is a trainer available (Example Video).
- Reducing call volume by guiding customers to web tutorials where they can hear and see the solutions
- Program updates from management to inspire employees while building a unified team spirit.
The options are limitless.
Keep in mind that video does not mean that we can completely take the human presence out of the equation and if lines of communication only run in one direction then you’re not communicating, you are just telling people things. People still need to know that there is someone available that cares about them as an employee, and is responsible for their feedback and needs to be listened to and met. However, this is a highly efficient and effective tool to strengthen and grow your internal and external communication structure.
George Bernard Shaw once said, “ The single biggest problem in communication is the illusion that it has taken place”. Truly we are never sure what another person takes away from our communication but the one thing we can control is making sure that everyone has a consistent opportunity to get the correct information they need to do their job.
So get started, chances are you already have an employee in your midst with the skills to get you started!
