What Keeps Contact Centre Leaders Awake at Night? Related Articles 5 Things Creative Leaders Do Differently 9 Traits of High-Performing Team Leaders Are Your Team Leaders Too Busy Chasing Metrics? Why Great Leaders Encourage Entrepreneurism © ShotPrime Studio - Shutterstock - 1563392563 356 Filed under - Guest Blogs, QStory In the final thought leadership piece from QStory, Simon Separghan, Former Managing Director of Customer Experience & Contact at NatWest, discusses what his greatest concern is as an industry expert – empowering the workforce to provide exceptional customer experiences. 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. Well for me as an individual within the industry, what really keeps me awake at night is – have I done enough to provide the conditions for a great customer experience? And that has to be about empowering colleagues to be the very best that they can, so that they can go on to provide that level of wraparound experience for our customers. And I think it’s always that balance of, you know, where do you start? Is it the customer? Is it the colleague? For me it absolutely has to be about empowering the workforce, so they can provide those fabulous customer experiences. And that must be about using technology as an enabler. 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: 26th Aug 2024 Read more about - Guest Blogs, QStory Recommended Articles 5 Things Creative Leaders Do Differently 9 Traits of High-Performing Team Leaders Are Your Team Leaders Too Busy Chasing Metrics? Why Great Leaders Encourage Entrepreneurism 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