Future of the Contact Centre
Post on 20-Jun-2015
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04/13/2023 1
100% of customer service interactions will be in the
public domain
‘Agents’, ‘call handlers’ or brand ambassadors?
Marketing take a back seat – Contact Centre is now responsible for the brand
Contact centre is the incubator of talent for organisations
90% of CCs say that career path opportunities are good/excellent for improving retention*
Its all about the people
*Contact Babel, 2012
Finders, keepers
0.8m2 desk space?
20% employee attrition?
Building and environment promotes and reinforces culture
The right people need the right environment
Global airline, 2 year study, 50% of US
workforce10% increase in calls per hour
12% increase in revenue per hour
Reduced CC budget by 15-20%
Work from home case study*
*At Home Customer Contacts
A unified global standardfor the measurement ofworkplace effectiveness
13,000 respondents in 2 yrs, 18,000+ by end 2012
ability of the
workplace to support business activities
brand and culture
physical features
important workplace activities
facilities and services
the role of design
Measure what people are doing…. and the things they need
to do it.
The Leesman Lmi benchmark• each anonymous response assigned Lmi
Lmi 0
39.8 84.0
Low performing workspace
High performing workspace
0 100
% agreement (agree slightly, agree, agree strongly) that the design of the workplace enables them to work productively
If you don’t measure it... you can’t manage it.
How much do you agree or disagree with the following statements about the design of your organisation's office? It enables me to work productively.
Lmi
% who agree with statement re working productively
How much do you agree or disagree with the following statements about the design of your organisation's office? It enables me to work productively.
Lmi
% who agree with statement re working productively
6 contact centres, 737 respondents
Client ALmi 62.2
53% working productivity
Client BLmi 69.6
65% working productivity
6 contact centres, 737 respondents
Client ALmi 62.2
53% working productivity
Client BLmi 69.6
65% working productivity
Client CLmi 83.9
84% working productivity
Client DLmi 84.0
95% working productivity
Client CLmi 65.2
64% working productivity
Client CLmi 83.9
84% working productivity
6 contact centres, 737 respondents
Client A. Lmi 62.2 - Profile of workplace activities by importance
Client A. Lmi 62.2 - Profile of workplace activities by satisfaction
Client A. Lmi 62.2 - Profile of workplace needs
Client C. Lmi 83.9 – Profile of workplace needs
6 contact centres, 737 respondents% who believe that the design of their workplace has a positive impact on their organization’s corporate image
Client ALmi 62.258% has
positive impact
Client BLmi 69.657% has
positive impact
6 contact centres, 737 respondents% who believe that the design of their workplace has a positive impact on their organization’s corporate image
Client ALmi 62.258% has
positive impact
Client BLmi 69.657% has
positive impact
Client CLmi 83.996% has
positive impact
Client DLmi 84.097% has
positive impact
Lets put the microscope on Plantronics
www.slideshare.net/richardkenny@contactcentered
www.leesman.co.uk @leesman_index
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