The Human Element in Contact Center Management

Nowadays, the business world is buzzing with words like "great resignation" and "digital transformation". While such changes profoundly affect people’s lives and careers, contact center agents are far from being threatened. The human element still plays a crucial role in contact center management. How can businesses empower their people to deliver top-notch service in an ever-changing and complex environment?

In today’s episode, Amelia talks with Omer Minkara about why the great resignation is relevant to contact centers, how the transformation between the digital and human elements works, and in what ways contact centers are solving the challenge of agent attrition.

Omer Minkara is the Vice President & Principal Analyst at Aberdeen, a leading global provider of behavioral-based marketing solutions, from intent-targeted media to demand gen programs and independent industry research. In his role, Omer is tracking and reporting the key trends and best practices in customer experience management, contact center, and e-commerce fields. Through a combination of prior experience, skills in financial and data analysis as well as passion, Omer helps organizations build and maintain profitable customer relationships and reduce unnecessary costs.

Enjoy!

In This Episode

01:21 - Why the 'great resignation' is relevant to contact centers

02:57 - Why going digital is not a threat to contact center agents

04:05 - How contact centers are solving the challenge of agent attrition

05:48 - What impact agent empowerment and empowerment programs have on business

Favorite Quotes

01:00 - "We're all consumers at the end of the day. I feel like through our research, we're able to provide a new light, a fresh perspective on what the leading brand is doing to create happier customers and how they can spread those best practices so that we all as consumers can have better customer experiences." - Omer Minkara

03:35 - "The perception is that, as digital becomes more pervasive, companies may be thinking that agents are not as important as last year or maybe a decade ago. And that's completely inaccurate. What we are seeing today is a lot of those emerging digital channels or channels that are increasing in traffic, they also have agent involvement." - Omer Minkara

07:47 - "Companies that engage and empower their agents are improving customer satisfaction, driving down cost, increase in revenue, and maximizing efficiency through productivity." - Omer Minkara

Engage with Omer Minkara

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Aberdeen Research

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