DELIVER AN ENGAGING EMPLOYEE EXPerience

For many contact centres this has created some really sticky problems to solve around attrition, unplanned absences and engagement. 

And with an ultra competitive labour market the need to deliver world-class experiences is on the top of every leaders priority list, but where do you start?  

There is no quick fix to solve these challenges, but here's what we know from working with contact centres: 

They want flexibility and choice over when and where they work.

They want to feel genuinely connected to their leader and their peers.

They want to be fulfilled by the work they do and know that it is having a positive impact for customers, the community and the organisation they work for.

The good news is that for every contact centre there is a solution to these problems and it comes from looking at your unique operating system and the journey of your employees as they interact with leaders, the systems, technology, processes and each other.

In the image below we see the employee lifecycle, characterised by 5 phases and underpinned by 3 pillars of connection, which describe the basic needs of every employee. 

We also see the emergence of innovative technologies such as AI and gamification as being part of the exploration of solutions. We think of this as giving your leaders the super powers they need to complement genuine human to human connection. 

A powerful way to understand the experience your people have with you is to map it out, a visualisation like the one below, will help you uncover the opportunities and draw out the key moments of truth. 

From here you can prioritise where to begin and then together we’ll co-create experiences your people rave about based on the pillars of connection.

Knowing where to start is often the hardest part of any change.