As to training , it is required if the team is supposed to use the new feature . If it ' s a chatbot for the team , then a simple microlearning course is created and deployed through MS Sway .
“[ COMPANIES ] ARE TURNING TOWARDS REDUCING THEIR CUSTOMER SERVICE TEAMS AND LOOKING AT AI AS THEIR ONE-STOP SHOP … THIS TREND SEEMS LIKE A NEARSIGHTED ERROR …”
- – MARK PEREIRA
IS WFH AND HYBRID WORKING AFFECTING CONTACT CENTER STAFFING AND RETENTION ?
MOLLY CLARK : Especially for content centers and CX workers in general , WFH and hybrid are the New Normal , and you can see the benefits from the employee perspective and the employer considerations .
For employees , this is table stakes now . It allows for flexibility and a work-life balance , especially for younger generations demanding it as a requirement . Employers with established WFH or hybrid models can reach more resources and have some flexibility geolocation-wise to bring in better talent .
BRENT HOLLAND : WFH and hybrid working arrangements have reportedly become more prevalent in contact centers , especially since the COVID-19 pandemic . Centers adopted WFH and hybrid models to ensure employee safety , maintain business continuity , reduce office-related expenses , and , most critically , supported by research ( like that published in the International Journal of Industrial Management ), retain employees .
However , despite the push to rein in WFH in many sectors , the contact center industry appears poised to continue using WFH as a recruiting and cost-saving strategy .
Even so , some studies ( like those by CraftJack and by the National Bureau of Economic Research ) have highlighted the challenges employees face WFH , such as shared working spaces , personal privacy , and the presence of children , which can impact family satisfaction .
Additionally , the increased use of remote work and hybrid models may require organizations to adapt their workforce management practices , including workload , productivity , and employee wellbeing , because workers are alone , without supervisors to check in on them .
Burnout among staff during the transition to remote or hybrid work is also a concern , without having managers to guide them into the new environment .
MARK PEREIRA : I believe that WFH and hybrid working are becoming the New Normal . This trend helps organizations reduce operational costs associated with maintaining a physical or smaller office and saves employees time and money . It also reduces the cost and time for commuting and reduces childcare expenses while at the same time provides disaster resilience .
With agents by and large liking WFH , and companies now tapping into a broader talent pool rather than focusing on a specific geographical area , they will likely find and retain longer , high-quality candidates .
But contact centers need , as we have found with the COVID-19 pandemic , to have applicants who have sufficient bandwidth , self-discipline , the ability to solve minor technical problems , and who have quiet work environments with minimal distraction , like from family and pets . Centers will need to screen candidates on these attributes when hiring .
Hybrid centers have also found ways to leverage this trend and its benefits . However , they may need to fine-tune their recruiting strategy to target candidates within a specific mileage range from their facility .
" THE FIRMS THAT CAN PAY MORE WILL BRING IN HIGHER-QUALITY TALENT , WHICH GOES BACK TO FLEXIBILITY AND THE WORK-LIFE BALANCE , ESPECIALLY IN THE CONTACT CENTER SPACE ."
-- MOLLY CLARK
CONTACT CENTERS HAVE TRADITIONALLY TURNED TO EMPLOYMENT / STAFFING AGENCIES FOR TEMPORARY AND PERMANENT HIRING . BUT ARE THEY DOING SO NOW ? PLEASE DISCUSS .
BRENT HOLLAND : My take , albeit anecdotal , is that contact centers rely less on staffing agencies than in previous years . From discussions with customers , it appears the shift is due to the increase in remote work and the need to reduce recruiting-related expenses .
Advances in recruiting technology may also be a contributing factor because centers are better able to find and hire talent than a decade ago .
12 CONTACT CENTER PIPELINE