The empathy edge: Use data to drive diversity in your contact center

Without the necessary insights into workforce diversity, opportunity disparities, and the inclusivity of the environment, you’re shooting into the dark with your tactics. It keeps pressing issues from being brought to light, like unequal access to growth opportunities and inconsistent recognition.

This lack of data also obstructs being able to evaluate contact center agent performance through a DEI lens, rendering the process biased and not reflective of the varied experiences agents contribute. This hinders the creation of a truly equitable workplace and risks reinforcing the inequities you aim to abolish.

It’s time we usher in an era of data-enriched DEI practices that are essential for transforming the workplace.

The DEI Dashboard is coming

Imagine being able to create a truly comprehensive DEI dashboard, fueled by data from all the systems throughout your tech stack where employee information is kept.

This dashboard would capture and visualize all the salaries and titles in your organization and mirror them against various diversity dimensions like gender identity, race, age, disability, citizenship, languages spoken, number of children, level of education, you name it. This dashboard would identify who gets promoted and recognized most often and who doesn’t.

The DEI dashboard would enable organizations to pinpoint and understand the most significant disparities in diversity and equity, laying the groundwork for strategic interventions and policy adjustments. This dashboard would reveal not just the disparities in representation in real-time right now but also trends over time, identifying teams or levels where inequality is, and has been, most pronounced.

This dashboard would equip organizations to drive forward the principles of diversity and inclusion not as abstract ideals, but as tangible, actionable outcomes.

DEI drives better customer service

A dashboard like this would…

• shed light on the diverse composition and practices within a Customer Service department and help leaders make informed decisions to recruit, retain, and advance an agent workforce that mirrors the global and multifaceted customer base they serve. A diverse and inclusive team is better positioned to empathize with, understand, and effectively address the wide range of queries and challenges thrown at them every day.
• foster increased internal mobility, allowing agents to grow, explore, and contribute within the organization in new and meaningful ways.
• provide direction for greater diversity in hiring for managerial positions, creating a Customer Service department that reflects the diverse world it interacts with every day.
• promote a greater sense of cultural connectedness for a hybrid agent workforce, highlighting opportunities for sharing and appreciating each other regardless of whether you’re in an office or at home. It could facilitate agents celebrating their unique experiences and becoming closer as a community.
• set the stage for a Customer Service department that not only excels in its operational goals but also leads by example in fostering an inclusive and equitable environment.

Alvaria Horizons is committed to modern tools that empower business growth and reinforce workforce well-being. We’re creating solutions that open up possibilities that directly impact the people of your organization. Continue to follow along as we share solutions and learnings that will have an impact on how your organization operates — sign up for our waitlist here.