In a recent blog post, we discussed how a solid customer engagement plan starts with an engaged workforce. In the contact center, this means agents who are not only armed with the right tools, training, and technology to best serve customers in every single interaction, but who are focused on building long-term, loyal relationships with customers. As any contact center manager knows, engaging and keeping those agents is easier said than done. It involves continual evaluation to implement best practices, taking conscious steps to reduce employee churn, and proactively implementing tactics to keep agents engaged and motivated. At first glance, that may seem a bit overwhelming, but with a little help from Calabrio technology, you can start moving in the right direction of building great agent relationships so they can build even better ones with your customers.
Implementing Best Practices
Traditionally, analytics have been used to identify customer behavior patterns in data so brands can improve the customer experience, but they’re also key to implementing agent best practices across the contact center. Perhaps you have one agent who consistently resolves calls quickly or has very few repeat inquiries. While this information is a great start, the big question on any manager’s mind is always, “Why?” With Calabrio Analytics, you can get to the heart of that question – and quickly. Speech analytics can identify conversation topics as well as words and phrases that are most effective, and desktop analytics will tell you which resources the agent utilizes during a call. When that information is melded together, you can gain a complete view of the reasons behind an agent’s success and share those best practices with the rest of the team.
Unlock #customerengagement through your #cctr agents with a little help from speech #analytics. Click To Tweet
Reducing Employee Churn
Agent churn is a worry for every contact center manager, and rightfully so. It costs more to hire and train a new team member than it does to invest in an existing one. To help keep your current team together, the most important thing you can do is to quickly identify the signs of a disheartened agent and take active steps to reengage. Calabrio ONE’s agent activity data will help you spot those red flags so you can develop an action plan to prevent the person from seeking employment elsewhere. Maybe there’s an agent who shows little or no activity in the last five to ten minutes of a shift, or the data indicates a surge in dissatisfied customers. When these types of patterns emerge, you can immediately address the issues and guide that agent back on the path to success.
Keeping an engaged staff
When it comes to keeping agents engaged, it’s about more than just heading off potential issues. It’s about proactive implementation of the kinds of perks and programs that motivate the entire contact center team, which often revolves around flexibility. With Calabrio Workforce Management, you can implement performance-based scheduling and self-service options, which allow agents to make shift and vacation requests, access schedules, and view performance metrics. When agents feel valued and like they have a voice in the department, they’re more likely to exude that during interactions with customers.
An engaged #cctr workforce is the key to engaged customers. #custserv #customerengagement Click To Tweet
At Calabrio, we know that an engaged workforce is the key to fostering the types of interactions that create loyal customers. We’ve built our technology around this belief and we’ve seen our customers benefit from transforming the agent experience.
Want to know more about creating the right agent experience? We’d love to connect with you! Click here to contact us.
Publish Date: October 27, 2016 5:00 AM
eGain CallTrack™ is a dynamic call tracking and case management solution that helps companies provide quick, high-quality, and cost-efficient resolution of customer issues across traditional and emerging interaction channels. It is one of the many innovative customer interaction products in eGain Solve™ suite, the unified customer engagement and knowledge management software suite, which helps businesses transform their traditional call centers into omnichannel customer engagement hubs. eGain CallTrack will enable you to track, manage and resolve cases and maintain service level agreements (SLA), across channels.
Knowmax is an omnichannel knowledge management platform. Our mission is to transform contact centers into resolution centers and drive customer self service.
The platform is an industry-agnostic enterprise-grade knowledge platform with components helping in easy findability of actionable information at the right time across the desired touchpoint.
PH: +91 9702626568
OneDesk's software combines Helpdesk & Project Management into one application. No need to purchase, integrate and switch between applications. Your team can support your customers and work on projects in one place. Aimed at SMBs as well as departments at large enterprises, OneDesk is frequently used by project managers, customer service, IT, professional services and more. This easy-to-use, feature-rich, and highly configurable software can manage both ticket & task workflows.
PH: (514) 731-6878
|Data is everything in the new era of customer service||May 20, 2019 5:00 AM|
|Real-Time Adherence – the art of smarter scheduling||May 8, 2019 5:00 AM|
|Evolving employee engagement with Workforce Management (WFM)||April 30, 2019 5:00 AM|
|Guest Blog: There’s a brighter future for contact centre agents||April 12, 2019 5:00 AM|
|Centralized or de-centralized WFM: 5 ways to strike the perfect balance||April 8, 2019 5:00 AM|
|How patient are your customers? Erlang A may have the answer||March 25, 2019 5:00 AM|
|Evaluating if the integration between your WFM & CX platform will be a big “Yes”||February 25, 2019 5:00 AM|
|The whole organization is a customer service center – not everyone knows it yet!||February 4, 2019 5:00 AM|
|Resistance to change – the arch nemesis of customer experience||January 22, 2019 5:00 AM|
|5 steps to supercharge your customer service with contextual intelligence||January 7, 2019 5:00 AM|