Podcast ¦ Get out of wrap: 236 – Get Out of Wrap TV – 23rd September

Key Take Aways

1. Contact centre technology satisfaction remains lukewarm, with significant scope for improvement in Employee Experience enhancement.
2. Hybrid working models are a mixed bag—potentially damaging or fostering organisational culture depending on how they are managed.
3. Purposeful and intentional design of hybrid working is essential; poor implementation leads to siloed experiences and fragmented communication.
4. Organisation of hybrid work requires tailored leadership approaches to mitigate risks related to reduced in-person engagement.
5. Employee journey mapping for contact centres can identify gaps and enable targeted improvements akin to customer journey strategies.
6. Managers in contact centres need to develop skills suited for hybrid and remote environments, moving beyond traditional management styles.
7. Organisational support tools and technology must be aligned with clear communication strategies to sustain productivity and morale.
8. The research indicates only 12.9% of respondents were very satisfied with their contact centre tech, highlighting a pressing need for optimisation.
9. There are opportunities for tech providers and organisations to better support remote workers through curated sessions and dedicated support tools.
10. Industry forums and events, such as expos and summits, play a vital role in sharing best practices and driving innovation.
11. There is a growing interest in combining community, entertainment, and professional development to foster engagement within contact centre teams.
12. Leadership in hybrid environments must be adaptable, with investments in culture-building initiatives like team charters and remote engagement strategies.

Key Statistics

• Only 12.9% of respondents expressed being very satisfied with their current contact centre technology.
• Approximately 45% of respondents reported dissatisfaction or neutrality regarding their contact centre tech.
• About one-third of survey participants indicated satisfaction with their technology, positioning satisfaction as lukewarm at best.
• The industry event scheduled for 19-20 November in London is the 106th edition of the podcast’s community gathering.
• The Contact Centre Performance Summit on October 15th offers significant insight and networking opportunities.
• The podcast episode featuring Chris Rainsforth and discussions on mental health has already garnered hundreds of downloads within days of release.

Key Discussion Points

• The impact of hybrid working on contact centre culture and the necessity for intentional, well-supported implementation.
• The importance of leadership skills tailored to remote and hybrid team management.
• Organisational challenges around hybrid work, including coordination and maintaining engagement.
• Opportunities to improve the employee journey through mapping, much like customer journey mapping.
• The relevance of cultural initiatives such as team charters and remote engagement strategies.
• The significance of technology investments that support remote working and employee interaction—e.g., directional microphones and supportive tools.
• How industry events and expos foster innovation, networking, and knowledge-sharing among contact centre professionals.
• The need for continuous improvement in contact centre technology infrastructure to enhance customer and employee satisfaction.
• The emerging concept of contact centre ‘community’ building through events, podcasts, and online forums.
• The role of leadership and organisational culture in ensuring effective hybrid working models.
• The importance of supporting mental health and wellbeing in the context of industry development and community engagement.
• The potential for forums and summits to act as platforms for launching new initiatives and sharing best practices in contact centre management.

Podcast Description

This podcast provides a comprehensive exploration of the digital, operational, and cultural dynamics shaping the contact centre industry. Covering topics from hybrid working challenges to technology satisfaction and leadership development, it fosters a community of senior managers and industry professionals. Through interviews, research updates, and event highlights, it aims to inspire strategic thinking, innovation, and best practice adoption in financial services and related sectors. The host facilitates candid discussions on industry trends, employee wellbeing, and future-ready management strategies, supporting leaders in navigating the evolving contact centre landscape.