BRAVING THE STORM: Exploring the challenges of high-performing contact centres in 2023
Date: 10th November
Time: 2-3pm
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Tumultuous economic times are on the horizon and contact centre leaders will face the biggest challenge of all – doing more with less. The cost of business rising, a looming recession, and the worsening cost of living crisis are three primary challenges contact centres will have to navigate with both their customers and staff.
So how do brands create high-performing contact centres in 2023? By homing in to a 3-pronged approach focusing on people, customer expectations and technology:
- To navigate the waters of a younger, inquisitive generation joining your contact centre workforce, you need to rethink how best to recruit them, retain them, and increase their effectiveness. Leaders will need to focus on flexibility by adapting towards coach-like management styles and offering different kinds of work settings either in the office or at home.
- Implement a customer-first strategy. Customers expect quick, digital-first solutions with just the right amount of human interaction, but how? Identify as a brand where customers value digital versus person-to-person touch points.
- Focus on digital. Plenty of technologies exist to make the customer experience easier and more efficient, yet contact centre decision-makers must sift through them to find the most adaptable, cost-effective, innovative platform.
Join Odigo as we dive deep into the difficulties contact centre leaders will face in 2023 and explore how you can unlock the best-performing staff and successful customer journey.
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Author: Rachael Trickey
Published On: 28th Oct 2022 - Last modified: 11th Nov 2022
Read more about - Archived Content, Odigo
