NobelBiz® Blog | First Contact Podcast VIDEO | A Holistic Approach to Contact Centershttps://nobelbiz.com/wp-content/uploads/2020/04/christian-montes.pngHost Christian Montes Executive Vice President Client Operations Michael considers a successful and effective call center involves having the proper tools and resources, with the right amount of properly skilled individuals who are able to perform at a service level balancing quality vs quantity. More from the episode! https://nobelbiz.com/wp-content/uploads/2022/04/Website-roundPic-Tamer.png Guest Michael Tamer CEO at Proponisi Published on April 21, 2022 A Holistic Approach to Contact Centers Understanding the dynamics of the call centers today is crucial for creating team cohesiveness and developing individuals on a personal level. An effective and successful Call Center implies having the right amount of properly skilled teams, and agents with a high quality service level. The thing is, agent-customer interaction determines how a customer is interacting and perceiving the organization in the future. PGlmcmFtZSBzdHlsZT0iYm9yZGVyLXJhZGl1czoxMnB4IiBzcmM9Imh0dHBzOi8vb3Blbi5zcG90aWZ5LmNvbS9lbWJlZC9lcGlzb2RlLzFPMHBKZnlhTVlHcEtIbEppN3BsZ3g/dXRtX3NvdXJjZT1nZW5lcmF0b3IiIHdpZHRoPSIxMDAlIiBoZWlnaHQ9IjIzMiIgZnJhbWVCb3JkZXI9IjAiIGFsbG93ZnVsbHNjcmVlbj0iIiBhbGxvdz0iYXV0b3BsYXk7IGNsaXBib2FyZC13cml0ZTsgZW5jcnlwdGVkLW1lZGlhOyBmdWxsc2NyZWVuOyBwaWN0dXJlLWluLXBpY3R1cmUiPjwvaWZyYW1lPg Christian: When I think of everything, you just painted a picture for, it sounds like you're really looking at a holistic approach to contact centers and how they improve. Versus this is only the one thing that you do. This is the secret sauce and this alone does that. Why is it important that you take such a broad and holistic approach to be able to make that change happen? Michael: Within the contact center? I think that you have this age-old adage in the contact center, right? That, you know, if you think about it, the contact center is designed to create delight and retain customers. In about half the time it takes to boil an egg, we need to do it hundreds of thousands, millions of times a year with quality with usually the lowest paid employee in the entire organization. And never know when the customer is going to arrive or when they're going to leave. So it's, it's a really complicated equation. And so when, you've got the person, and you've got the company, they've got a little bit of a different perspective, right? So, an employee, an employee is looking for three things. What are the employees looking for? I mean, I really think that they're at their basic, they're looking for three things. They want to know what their job description is. They want to have the skills and tools necessary to do their job. And they want to have a leader or manager that has their best interests in mind. And if they can get those three things, then they can Excel. The employer's looking for, looking for a smart, bright person that's going to stick around that they can, that they can invest in. I mean, one of the tragedies of contact centers have been for years is we have a tendency to treat employees like rental cars, right. We know they're not gonna be around very long, so we don't take very good care of them. But the reality is that we, we need to invest in them because we need them to stick around. So, so it's kind of a chicken and egg thing role if I invest in them, but they're going to leave, then I'm just wasting money. But if I don't invest in them, they're not going to stick around. So I've got to create an environment that allows them to Excel, and people Excel when they do things well. Work Remotely with our True Omnichannel Solution: NobelBiz OMNI+ Brings Your Contact Center into the Present You need a solution that lets you do everything remotely, from a single platform with as little effort as possible. That’s where NobelBiz OMNI+ comes in!