It’s no secret that customer service and CX leaders are constantly frustrated by the constraints the traditional contact center model puts on their strategy. Front-line CX workers aren’t so thrilled about the model either.
We’ve all been saddled with a contact center model that has been managed as a cost-center: built around fixed headcount, imprecise staffing and forecasting, scheduled shifts, arduous training, and operational inefficiencies which force us to make costly compromises on our customer experience, all which limit service hours, limit channels, and slow down response times. It’s also resulted in an undesirable working environment for top-tier front-line CX talent, who increasingly desire a more flexible and amenable work-life.
But, there is a better way.
Learn from experienced leaders in CX, contact centers, and workforce management to learn how the best CX teams are transforming their CX model from a rigid cost-center into one that is more flexible, allows us to actually put customers first, is more directly aligned to revenue and growth, and is ultimately necessary to evolve with the future of work.