Keep these three tenets in mind when it comes to thriving in the New Normal .
As the rate of change accelerates , organizations need to be ready to pivot . To thrive in the New Normal , contact center leaders need to be prepared to make changes on the fly based on insight from customers and on the latest technologies .
Remember with technology that not every technology in the market is going to be the right one for your organization . Would you give the keys to a Lamborghini to a toddler ?
You will want to stay nimble in the New Normal and have a culture where people can explore new ideas . However , you also need to have the right infrastructure in place so that you can pivot and scale up quickly .
Finally , you need to have the right metrics and analytics in place so you can stay informed and make the right decisions .
HOW HAS YOUR HIRING STRATEGY CHANGED ?
When it comes to hiring , success in the New Normal starts with hiring the right people .
The best way to hire the right people is to focus on fit . In the New Normal , it ’ s not just about finding the right skill set . It ’ s about finding the right cultural fit for your organization .
That ’ s why it ’ s important to look beyond skills and experience when recruiting . You want to make sure that your candidates are a good cultural fit for your organization and your team .
Beyond skills and experience , you want to look for indicators of success . You want to hire people who are curious , who are willing to take risks , who can communicate effectively , and who want to make an impact .
Additionally , when hiring for the contact center , you want to make sure that candidates are personable and complement the existing team .
People come to your contact center for help and support . You want to hire people who are empathetic and who can put themselves in clients ’ shoes and understand what they ’ re trying to do .
Look for tools that can provide you insight into the intrinsic and extrinsic mo- tivators each person brings to your team . Additionally , don ’ t leave your hiring decisions solely up to Human Resources , a staffing firm , or even a manager . Include your frontline agents in the interview process .
This demonstrates to prospective candidates that you do value the voice of the employee in all facets of the job , not just in achieving results .
YOU WILL WANT TO STAY NIMBLE ... AND HAVE A CULTURE WHERE PEOPLE CAN EXPLORE NEW IDEAS . HOWEVER , YOU ALSO NEED TO HAVE THE RIGHT INFRASTRUCTURE IN PLACE ...
Robots and automated systems have long been seen as the enemy in call center and contact center environments . That ’ s because they ’ re often seen as a way to cut costs and as a way to replace humans .
But in the New Normal , automation isn ’ t a threat to your contact center . Instead , it ’ s an opportunity . Automation can reduce costs in your contact center . But it can also help boost your customer experience ( CX ).
By investing in automation , you can provide a better CX , while at the same time reducing costs . That ’ s why automation is the hallmark of thriving in the New Normal . It ’ s a way to improve the CX while also reducing costs and increasing efficiencies .
While you are investing in technology , you need to concurrently be investing in upskilling your people in a way that demonstrates their long-term value to your organization . This is even more critical for SMB Contact Centers , where losing one or two employees can significantly impact performance .
Embrace development at the same time you are embracing automation and remember , automation and technological improvements do not always need to be customer-facing .
SMB CONTACT CENTER
LEVERAGE DATA AND ANALYTICS
In a digital world , data is essential . It can tell you how customers are engaging with your business and what they ’ re looking for . It can help you better understand your customer journey and lead to insights that can help you better serve your clients .
The best way to leverage data and analytics is to have a single customer view that includes all the data about your customers .
That way , you can see how each of your clients is engaging with your business . With that information , you can make more informed decisions about how you service your customers and help them achieve their goals .
KEY BEHAVIORAL INDICATORS
Behavioral indicators are the things that customers do when they ’ re using your product or service . It ’ s the way they use your product or service . They ’ re often subtle , and they might go unnoticed .
In a contact center , behavioral indicators can tell you a lot about a customer ’ s experience . They can indicate whether or not your agents are doing a good job .
The key to thriving in the New Normal is to start paying attention to these indicators . Monitoring behavioral indicators is a great way to find areas where you can improve your customers ’ experience . It ’ s also a great way to find areas where you can improve your agents ’ experience .
Behavioral indicators are an essential part of thriving in the New Normal . And it all starts with listening to calls and how customer interactions are being handled .
As an SMB Contact Center , if you do not have your finger on the pulse of customer interactions you will miss not only customer behaviors but also agent behaviors .
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