Contact Centre Leadership #2: How a ‘job until…’ can become a ‘job because…’
What is it like to work in a contact centre in 2019? It may be the epitome of the modern experience of work – highly measured and highly managed, where personnel do not feel trusted and empowered.
However, what does the contact centre of the future look like – 2020 and beyond? Imagine if we could re-design the employee experience to focus on flexibility and trust. To encourage and support their ambition for a career that benefits their wellbeing, delivering more than just a pay cheque!
Tim Buzza (Workplace Innovation – IAG) tells us the future is full of workforce opportunities. He believes our industry is ripe for transformation, which can “create a ripple effect across a range of organisations and industries.”
How many people work in Australia’s contact centres? There are no firm figures but it’s likely in the hundreds of thousands. Imagine the huge front-line impact on customer service and business success, if we improve the call centre experience – both for employees who work in them, and their customers.