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

Source: https://blog.teleopti.com/2018/06/08/guest-blog-top-employees-hold-on-to-what-youve-got/

Publish Date: June 8, 2018 5:00 AM


2021 Buyers Guide Recording

 
1.) 
ASC

ASC Recording Insights and neo
ASC Recording Insights guarantees legally compliant recording and analysis of all communication channels in Microsoft Teams - including audio calls (internal and external calls), chat conversations and video meetings.

neo Recording, QM & Analytics address all enterprises with recording needs, especially contact centers. The content of communication becomes accessible and critical information and trends are revealed, providing real-time business intelligence for immediate management action.

2.) 
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.

3.) 
Geomant

Microsoft Teams Cloud Recording Service
Geomant offers a fully managed recording service for those organisations who need to address compliance or quality management while working on Teams. The Service utilises Verint’s market leading recording technology and is hosted by Geomant in Microsoft Azure. Our managed service approach is unique in that it allows organisations to benefit from advanced recording features, all while being free from any technical infrastructure or maintenance requirements that come with a traditional on-premises set up.

4.) 
Lieber & Associates

Recording System Consulting
L&A provides vendor-independent consulting services to select, contract for, test, and implement contact center recording systems. The firm's consultants specialize in contact center I.T. and have several decades of experience each with all major and many smaller makers of phone and call recording systems.

5.) 
Numonix

IXCloud
Numonix's IXCloud is one of the first fully managed compliance recording solutions for Microsoft Teams. IXCloud securely records, stores and analyzes interactions in the cloud without physical or virtual servers. As a fully managed Azure-based, Software-as-a-Service cloud interaction recording solution, IXCloud takes interaction capture into the future. It enables instant and elastic scalability to support business growth and provides the necessary tools to enhance business performance while maintaining compliance. IXCloud redefines versatility with its OpenAPI framework that enables application development. Companies and third-party developers benefit from IXCloud native capture technology, whether it be integrating with internal systems or building a third-party application.

6.) 
Nuxiba Technologies

CenterWare
Enterprise recording management for storage, retrieval, playback, and monitoring communications throughout your contact center.

Record screen activity and calls across agent workstations, measure and monitor quality levels across all campaigns and analyze recordings to capture first-hand customer data and requirements.

Easly access all recordings and critical information to provide improved customer experience, sales, and productivity!

7.) 
OrecX

Oreka TR
Oreka TR total recorder includes all of the call recording capabilities you will need, at about half the cost of competing for call recorder solutions, including screen recording, mobile phone recording, live monitoring, on-demand recording, multi-tenancy, multi-site recording, audit trail, call exporting, retention management, auto-tagging (for speech analytics and phrase spotting) and so much more.

8.) 
PCS Software

PCS GD
Call recording solution fully integrate to all main pbx solutions.

9.) 
Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
InterDialog UCCS enables organizations to adhere to all compliances with its inbuilt call recording software and also has an option for screen recording. With centralized repository of all voice logs, its easy to maintain & retrieve all voice files and have a central control in case of multiple branches set up.
 



View more from Calabrio

Recent Blog Posts:
Data is everything in the new era of customer serviceMay 20, 2019 5:00 AM
Real-Time Adherence – the art of smarter schedulingMay 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 agentsApril 12, 2019 5:00 AM
Centralized or de-centralized WFM: 5 ways to strike the perfect balanceApril 8, 2019 5:00 AM
How patient are your customers? Erlang A may have the answerMarch 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 experienceJanuary 22, 2019 5:00 AM
5 steps to supercharge your customer service with contextual intelligenceJanuary 7, 2019 5:00 AM

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