Today’s consumer expects a seamless, omnichannel experience. Many contact centres still operate multiple channels in silos. Employees have to switch between different applications to solve a customer service issue which can lead to inefficiencies and sometimes, low morale.
Your workforce is potentially your most strategic asset in the contact centre. When employees are engaged and enabled to do their jobs well, they tend to stay longer. Engaged employees have the potential to positively influence every customer conversation. This playbook discusses: