What Keeps Contact Centre Leaders Awake at Night?

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.

Author: Guest Author