Podcast ¦ CX Files: Chris Hague – yoummday – CCW Berlin Feedback And The Future Of CX

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Summary

In this podcast episode, Mark Hillary interviews Chris Hague from UWM.DE about the changing landscape of the contact center industry. Hague discusses how the world of work is evolving, with factors such as an aging workforce, shortage of skilled labor, AI, evolving generations, and global interconnectedness impacting the industry. He emphasizes the need for companies to adapt to these challenges by offering more flexibility and incentives to attract and retain talent. Hague also highlights the shift towards measuring output rather than hours worked, and the importance of empowering employees to choose their own working conditions.

Key Points

  • The world of work is changing, with factors such as an aging workforce, shortage of skilled labor, AI, evolving generations, and global interconnectedness impacting the contact center industry.
  • Companies need to adapt to these challenges by offering more flexibility and incentives to attract and retain talent.
  • Measuring output rather than hours worked is a more effective way to incentivize employees and ensure productivity.
  • Empowering employees to choose their own working conditions can lead to greater satisfaction and motivation.
  • Human Day, an organization focused on flexible work models, offers a game-changing approach to CX delivery by allowing freelancers to choose the company, location, and schedule they work with.

Key Statistics

  • No key statistics mentioned in the podcast.

Key Takeaways

  • The contact center industry needs to adapt to the changing world of work, including shifts in workforce demographics, skills shortages, and emerging technologies.
  • Flexibility and incentives are crucial to attract and retain talent in the industry.
  • Measuring output rather than hours worked can lead to greater productivity and fairness in compensating employees.
  • Youthful generations are seeking work-life balance and freedom in their career choices, and companies need to accommodate these expectations to attract and retain young talent.
  • Empowering employees to make choices about their work, such as the company they work with, their location, and schedule, can improve job satisfaction and performance.
  • Human Day’s approach to flexible work models, combined with performance-based pricing, can lead to happier and more motivated workers in the contact center industry.
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