We strongly believe in empowering advisors, arming them with the equipment and technical capabilities needed to deliver excellent CX - while at the same time being the best version of themselves.
After all, happier advisors mean happier customers...and that can only be a good thing for business!
It’s no secret that today’s contact centre advisors are under immense pressure.
In a recent study, 87% reported high or very high stress levels at their contact centres, with burnout occurring quickly through being overwhelmed, emotionally drained and/or unable to meet constant demands.
It's now no longer enough for HR teams and contact centre leaders to treat mental health and wellbeing as a morale issue that can be solved through sporadic upbeat campaigns and messages aimed at making everybody happier.
Instead, it’s time to unpack the root causes of stress, fatigue and burnout that are typically caused by systemic working practices, habits and attitudes.
Addressing this will take a more data-led approach with science-based insights to fully gauge the scale of the challenge – and getting it right brings significant value for CX operations.
To empower your people, arm them with powerful technology and solutions to deliver excellent CX to your customers, from anywhere.
Sabio's eBook: ‘Placing Advisor Wellbeing at the top of the agenda’ is one of five bite-sized eBooks in the 'Empowering People to Deliver Excellent CX' series. The collection focuses on the tools and technologies required to empower your advisors. Other eBooks in the series include;
The rise of Digital First engagement has driven the re-invention of customer service, with consumers now expecting the brands they deal with to offer instant access to low friction, always-on commerce and full lifecycle services.
AI applications now have to reach inwards to your people and contact centre – drawing on the same powerful AI technology to listen to interactions, support advisors with contextual content and recommend next best actions for customers.
Even though there’s been a focus on Big Data for over a decade now, it’s still easy for people to under-estimate the sheer scale of the transformation that corporate data is currently undergoing – particularly when it comes to customer service.
Cloud-based technology solutions typically make CX systems much more agile and flexible, enabling seamless connectivity across the business, and – potentially – providing a much improved experience for customers and agents.