How to Balance the Cost to Serve With Agent Wellbeing

In the third thought leadership piece from QStory, Simon Separghan, Former Managing Director of Customer Experience & Contact at NatWest, provides advice on how to balance the cost to serve with agent wellbeing.

Balancing the Colleague Experience With the Customer Experience – Thought Leadership With NatWest

In today’s AI-driven and automated world, contact centre agents face increasingly complex demands, even as organisations strive to enhance operational efficiencies and drive down costs.

How can you ensure your employees receive the right training and maintain a healthy work-life balance, enabling them to perform at their best and consistently deliver exceptional service to customers, all while optimising the bottom line?

QStory’s thought leadership video series, featuring Simon Separghan, former Managing Director of Customer Experience at NatWest, offers valuable advice on managing the latest challenges in the contact centre.

So there is this real balancing act of organisations wanting to continue to be as efficient as possible in the contact centre environment and to really drive costs out, but at the same time needing to be very aware of the fact that transactional volumes are dropping, but more complex demands are being placed on colleagues and therefore protecting colleague or agent wellbeing is really paramount.

So you have this real push-pull effect of trying to drive out cost, but we also need to really take care of those colleagues who are doing their best for our customers.

And that’s where an application is going to be incredibly important. So the contact centre I think has always been a bit of an entrepreneur for new technology. And this will continue to be so, in order to get that right balance of driving efficiency, but with personalised service, and a focus on wellbeing.

Author: Guest Author