Technology

Digital Disruption Transforming Customer And Employee Interaction

The Importance of the Engaged Workforce

Just as organizations must upgrade legacy systems and integrate customer data, digital disruption requires rethinking traditional approaches to the workforce. The ideology of a nine-to-five job is becoming obsolete, meaning that organizations need to retool how they approach things such as work/life balance. Progressive companies are becoming highly distributed thanks to connectivity and technology, now enabling performance and workforce optimization enhancements.

It’s well understood that engaged employees are often empowered to perform better. Providing employees with visibility into their performance to better understand how their behaviors impact the organization’s bottom line can contribute significantly to creating a happy workforce. Some effective strategies for achieving engaged employees can include:

  • Access to daily scorecards showing individual metrics against goals helps employees understand how their contributions fit into the bigger picture. This encourages appropriate work/life balance by accommodating flexibility requirements for choosing schedules and trading shifts, going a long way toward creating employee contentment, especially if the process is eased by mobile access.
  • Deploy solutions that automatically prioritize the next work item for employees to help them seamlessly shift between different types of work— such as customer calls, chat sessions, emails and other non-customer facing work. When employees are given access to customer history and account information, they can be empowered with next-best action recommendations and can personalize the experiences for customers, allowing employees to have a positive and visible impact on customer satisfaction.

Leveraging tools that provide paths to improved service levels reduces employee stress, overtime, errors and fire drills. In addition, with less escalation and the need for crisis management, managers can focus on driving more productive work.

The Competitive Imperative

The nature of digital disruption is comprehensive and transformative. Over the last several years, the way people live and work has fundamentally changed, with constant connectivity and expectations of instantaneous response as the norm. Businesses that avoid changing to a digital-first mentality are going to have it forced upon them. Either leadership will embrace it and keep pace with the times or get steamrolled by competition.

Whether it’s a digital-only start-up taking a bite out of the market or an innovative incumbent, every organization needs to take a really hard look at being more mobile, more social, more connected, and more automated across the enterprise.

– Reprinted with permission from Contact Center Pipeline, http://www.contactcenterpipeline.com

Previous page 1 2 3

Related Articles

Back to top button