Importance of operational excellence
Operational excellence is defined as the process of improving and optimizing business processes, and success relies on identifying problems and implementing more streamlined processes that are consistent with business goals.
Regardless of size or industry, operations are critical to each organization’s performance and success. In fact, business success is often measured by the strength of its operations.
Some common goals that executive leaders share in CX operations are:
- Streamlining processes in CX systems
- Reducing operational costs
- Digital transformation initiatives
- Training solutions
- Improving the employee experience
Operational excellence and customer experience go hand-in-hand because operational excellence typically leads to a better CX, and vice versa.
5 ways working at home supports operational excellence in CX
For the past few years, millions of employees have adopted the work-from-home model, which does not exclude contact center agents. And while the initial benefits of working from home during the pandemic remain, today’s employees have unlocked a whole wealth of new opportunities from remote work. Upwork estimates that 22% of the U.S. workforce will be fully remote by 2025, and adopting a remote work strategy can be crucial advantage companies can have over their competitors.
1. Employee productivity and health
Research shows that 27% of employers have reported increased company productivity, and reports show remote workers are 22% happier than workers who always work in an onsite office environment. An overwhelming 78% of remote employees agree they want to work remotely to avoid distractions.
Employee satisfaction leads to greater customer satisfaction, and when employees have access to flexible work, they have more opportunities to achieve a positive work/life balance, more control over their time, and more power over their health and wellness.
2. Greater talent pool
Every organization has unique needs, and finding the right talent to fulfill those needs can be a challenge when there are geographic boundaries in place. Removing those boundaries opens the possibility of attracting, training and retaining higher-quality talent from a wider pool.
Studies show employers like remote work – 76% of companies say hiring is no longer geography-dependent, which also increases diversity and strengthens retention. If a current employee moves, for example, they don’t have to take a new position. With an expanded talent pool, companies are able to better identify and secure talent and succeed in their operational goals.
3. Flexible operations
Flexible work leads to flexible operations because time zone and geographies are no longer restricted, which means more continuous coverage. In some cases, even 24/7 coverage is possible.
4. Increased scalability
Flexible work arrangements give companies a competitive edge when facing periods of high or seasonal demand. For a holiday season or product launch, for example, remote work options can better prepare for the increased call and chat volumes.
5. Tech-focused CX
Operations excellence involves streamlining processes to better the business – and technology plays a pivotal role in this goal. In CX, for example, contact center agents can be trained to provide traditional voice and email support and can use AI technologies to support them and improve outcomes across the different channels. With the right tools and training they need to succeed, employees and agents in the contact center can maintain strong customer service while working remotely.
The future of the workforce
Working from home delivers so many employee and business benefits that many organizations now wonder if they still need a physical office – over half (55%) of organizations already intend to increase spending on the provision of remote working support and 76% of U.S. CEOs now believe they need less office space.
At Foundever™, our CX everywhere solution is led by technology that allows organizations to recruit and retain high-quality talent and includes a hybrid approach, where agents can work from home and additionally go into an office space to connect with others. We believe the key is providing options to empower employees while reducing costs, and ultimately improving business operations.