How to Balance the Cost to Serve With Agent Wellbeing Related Articles Using Data to Drive Your Wellbeing Strategy Employee Engagement Surveys and Employee Wellbeing Supporting Agent Wellbeing in a Hybrid Working World Making Space for Agent Wellbeing © N ON NE ON - Shutterstock - 2168240667 216 Filed under - Guest Blogs, QStory, Well Being 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. For more information about QStory - visit the QStory Website About QStory QStory are the pioneers of Intraday Automation (IDA). Their mission is to create a better everyday life for customer service professionals by helping them to work in a happier, more engaging and productive environment. Find out more about QStory Call Centre Helper is not responsible for the content of these guest blog posts. The opinions expressed in this article are those of the author, and do not necessarily reflect those of Call Centre Helper. Author: QStory Published On: 12th Aug 2024 Read more about - Guest Blogs, QStory, Well Being Recommended Articles Using Data to Drive Your Wellbeing Strategy Employee Engagement Surveys and Employee Wellbeing Supporting Agent Wellbeing in a Hybrid Working World Making Space for Agent Wellbeing Related Reports Report: Best Practices in WFM and Intraday Automation White Paper: How Contact Centres Can Become Employers of Choice Contact Centre Reports, Surveys and White Papers Get the latest call centre and BPO reports, specialist whitepapers and interesting case-studies. Choose the content that you want to receive. Contact Centre Reports, Surveys and White Papers Invites to Webinars & Events Weekly Newsletter