People matter. We might even go as far as to say that they are our business’ greatest asset. It can be very easy to lose sight of this when trying to manage a business or team, with the daily pressure to deliver and management of the stress that this creates. It is true that many companies do not invest enough in their staff’s wellbeing and over time this can become a problem, with increased absenteeism and high churn rates.
It is interesting to listen to the language of business and some of the common phrases used. There is talk of process efficiency, moving the dial, shifting the needle, inputs and outputs, metrics and targets. If we are talking about a machine then these words and phrases suit it perfectly, but an organisation and its people are more like a living organism and should be treated that way.
At Contact Centre Panel, we understand the importance of getting the most out of your staff and that the best customer service operations often have the happiest workers. This is not achieved by measuring every element of delivery, with a goal of achieving green metrics. It comes from creating a brilliantly engaged workforce, who are enthused about their work, deeply connected to the organisation and passionate about customers.
Our aim is to help businesses to improve the wellbeing, reduce absenteeism and help retain good staff.