How to Transform the Colleague Experience

In the first thought leadership piece from QStory, Simon Separghan, former Managing Director of Customer Experience & Contact at NatWest, provides advice on how to transform the colleague experience, from creating the right work-life balance to embedding a feedback culture in an organization.

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.

My perspective for other leaders across the industry would be to focus on continuous learning as a core part of your DNA, and moving that into an always-on culture.

And that’s really important because of the challenges, and the rapidity of challenges, that we’ve talked about. But it’s also about making sure that technology is a real enabler for ensuring that that happens.

No longer can we rely upon colleagues being the chief workaround officers, and therefore that technology really does need to step into play.

And of course, to make that happen, feedback culture needs to be deeply embedded in the organisation.

So that you can really drive this voice of the colleague, to empower the voice of the customer. And focusing on wellbeing, particularly around areas such as mental health, but also making sure that colleagues have the right work-life balance, that ensures that they can give their best every day, and they continue to do the right thing for your customers.

Author: Guest Author