Change is often the result of any good assessment, one in which the entire team has been included from the get-go. Now is an opportune time to undertake an internal assessment of your Contact Center. This continuation of the January 2021 column focuses on the key elements needed to provide a clear picture of your Contact Center’s current state.

The beginning of the new year offers the opportunity to invest time and energy into getting the ‘assessment ball’ rolling. Now is an opportune time to evaluate the Contact Center’s current state. Key focus areas to cover that create a structural framework for your Contact Center.

2020 forced leaders to navigate through crises that caused massive disruption. Even those organizations that struggled with technology weaknesses and the deployment of work-from-home navigated that weakness with the strength of leadership. Observations on leadership, technology readiness and supporting WFH agents.

The history and evolution of the Healthcare Access Center provides key learnings for the future of customer care across industries. How to create a learner-based culture of strong and smart business people that are treated and provisioned in a way that optimizes, not minimizes, their talent.

More than anything, frontline agents want to know what the future holds. While we cannot predict the end of this pandemic, we can keep folks up to date on what is being considered. Three areas where you can lighten the load—for yourself and others in the Contact Center.

Summer opens up opportunities to engage in quick and thoughtful analysis of your organization, your leadership, and the future of both. Eight approaches to include in your leadership lineup during these unique times.

Early in 2020, Contact Center Pipeline declared 2020 the “Year of the Agent.” The agent is the lynchpin between the company and the Customer Experience. Strategies for leadership to reinforce the skills that empower our frontline agents to deliver on the Customer Experience promise.

Balancing act is defined as “a circus act in which a performer displays his or her balancing ability.” This definition can often accurately describe a Contact Center and be used to address the increasingly complex issues leaders may juggle in their Contact Centers. Three conditions leaders take on that contribute to a circus-like atmosphere.

As we return to our “new normal” Contact Center leaders have a unique responsibility to influence the overall direction that their business unit will assume. This is true even when one is faced with the kinds of conditions many must confront today. Strategies to lead with passion and optimism when planning for the “new normal.”

Healthcare Contact Centers experienced dramatic, rapid changes in the last year while adjusting to new work from home dynamics. Many moved frontline agents home in record time, although with varied levels of readiness. Don’t ignore the lessons learned from COVID-19. A look into the importance giving readiness and state-of-the-art investment a place in ROI calculations.