Short post this week.
I often read about technology empowering people within a contact centre – this is wrong. Technology does not empower, just because you have the technical capability to do something, doesn’t mean that you feel able to do it. What technology does is enable people; It makes tasks easier, more efficient or sometimes, possible to do.
What empowers people is the culture within a company. The culture within an organisation is what makes an employee feel they are able to tell a CEO that they are wrong, and that something needs to be improved. It makes employees within the contact centre feel they can reach out across an organisation for any assistance needed to resolve a customer issue.
Getting the technology right is easy when you view it as an enabler, but don’t make the mistake of buying it to empower people. Empowerment comes only with the right, customer centric, culture.