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Guest Blog: Top Customer Care Employees – Hold On To What You’ve Got - Calabrio - Blog

Guest Blog: Top Customer Care Employees – Hold On To What You’ve Got

The customer care business is going through an evolution driven by digitalization. As an example, we hear a lot about e-commerce these days. One of the world leader’s in the e-commerce space is Amazon. Their 2017 revenue of $178 billion exceeded the gross domestic product of 13 European nations.  And Amazon is by no means the only successful e-commerce company.

Given the buzz about customer self-service and virtual assistants you might think that unemployed customer service representatives (CSRs) would be flocking to trade schools to learn new crafts.  But this has not been the case. According to the US Bureau of Labor Statistics,  in 2016 the number of people employed as CSRs increased by 4.3% compared to only 2.6% for the overall workforce.

This  highlights how people-led customer service and support is far from dead. While many of retail’s most iconic companies struggle, shops that offer specialized products and highly personalized services are thriving. Ulta Salon, where customers can get their brows done, a new haircut and a basket full of cosmetics, is ranked number 9 among the 100 fastest-growing retailers in the United States. Consumers continue to insist on talking to real individuals, either in person or via other channels.

So how do you  hold onto employees that deliver personalized outstanding service – whether it’s in person, via call, through email or over chat?

Teleopti, a global leader in workforce management software, has long understood the strong correlation between agent satisfaction and customer satisfaction.  Teleopti’s tagline is “Humanize the Workplace.”   This is not a jab at robotics and artificial intelligence - Teleopti is a leader in those fields as well.  It’s about applying technology to complement the human touch. We know that for complex queries people simply prefer to talk to other people. (Machines are a little weak on the empathy scale and often can’t handle complicated matters).  And we know the world is getting more complex. After extensive research and in collaboration with Teleopti we have identified the following eight ways to retain top employees by humanizing the workplace.

  • Self-Driven Career Development - Provide the tools and support to help employees manage their own career development.
  • Culture - Maintain a culture that values employee satisfaction, fosters work-life balance and supports the customer experience.
  • Empowerment - Empower your employees to solve customer problems, let them influence scheduling decisions and involve them in decisions on how to improve contact center performance.
  • Personalization - To the extent practicable, structure work schedules and training that respect the personal needs of employees.
  • Stress reduction - Contact centers can be stressful environments, which contributes to turnover. Create a work environment that eliminates or sharply reduces unnecessary stress.
  • Team building - The contact center environment presents a unique opportunity to build a spirit of teamwork and camaraderie. Management can harness the natural spirit of friendly competition to boost morale and improve performance.
  • Automation - Diverting routine tasks to self-service boosts morale and reduces stress by relieving agents from mundane activities.
  • Technology - From the mechanical ACDs of the 1970s to today’s AI-powered chatbots, contact centers have long been incubators of advanced technology. Today’s millennial employees embrace new technology and seek out employers that are on the leading edge.

Attracting and retaining top quality customer service representatives has never been more important to the success of your customer engagement efforts then it is today.  Teleopti’s eBook, Humanize the Workplace: 8 Ways to Retain Your Top Talent offers somed terrific ways to hold onto your top people and help them perform even better.


Publish Date: June 8, 2018

2020 Buyers Guide Computer Telephony Integration

Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.
PH: +1 512-872-7565

ComSys S.A.

CLink for CRM and Call Center Integration
CLink by Comsys is a middleware that connects in real-time the CRM and the contact center applications. CLink enhances the CRM with interaction management capabilities from the contact center that allow agents to work more productively across all communication channels.
Comsys is a provider of οmnichannel customer engagement solutions that assist companies around the world in delivering unique customer experiences. For the last 15 years, Comsys designs and implements complex projects for clients from the outsourcing, financial services, telecommunications, and retail sectors. Comsys enjoys strategic partnerships with technology vendors like Cisco®, Aspect Software®, and Microsoft® for the delivery of innovative interaction management and contact center optimization solutions.
PH: +302109241486

IntraNext Systems

IntraNext Systems develops agent efficiency tools and data security software solutions for medium-to-large contact centers. Our Event Intelligence® Platform solutions include SmartCTI™, iGuard®, and SmartSIP™. SmartSIP is based on our patented SIP layer technology and provides a DTMF masking solution for VoIP environments.
PH: 888.638.6398


CRM integration
We know how important it is for a business to obtain data from its customers and to manage them effectively, so we help small to large companies by integrating their CRM with the Virtual Switchboard.

This type of integration will simplify the work of your team and improve the management performance of the contact list and its information.
PH: +34 952 667 511


NovelVox CTI Connector
NextGen Cisco Finesse, Genesys & Avaya Embedded CTI Connectors for Salesforce, Microsoft Dynamics, ServiceNow, Zendesk & more.
PH: (+1) 301 202 3672

View more from Calabrio

Recent Blog Posts:
Data is everything in the new era of customer serviceMay 20, 2019
Real-Time Adherence – the art of smarter schedulingMay 8, 2019
Evolving employee engagement with Workforce Management (WFM)April 30, 2019
Guest Blog: There’s a brighter future for contact centre agentsApril 12, 2019
Centralized or de-centralized WFM: 5 ways to strike the perfect balanceApril 8, 2019
How patient are your customers? Erlang A may have the answerMarch 25, 2019
Evaluating if the integration between your WFM & CX platform will be a big “Yes”February 25, 2019
The whole organization is a customer service center – not everyone knows it yet!February 4, 2019
Resistance to change – the arch nemesis of customer experienceJanuary 22, 2019
5 steps to supercharge your customer service with contextual intelligenceJanuary 7, 2019
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