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Three Ways to Promote Transparency and Trust in the Contact Center (Part 2) - Envision - Blog

Three Ways to Promote Transparency and Trust in the Contact Center (Part 2)

Every business leader should tell you that honesty and integrity is vital for success. In Part 1 of this series, we explored how contact center managers can promote a culture of transparency and trust via quality monitoring. Now, let’s take a look at how managers can promote this culture internally by embracing openness, honesty and truthfulness with agents…

Honesty and trust are perhaps the two most important traits we look for in just about everyone and everything—especially the company we work for. Here are a few ways contact center managers can increase transparency with agents in order to improve engagement, retention, morale and trust:

  • Honestly look at performance at every level: A 2010 study found that companies that encouraged honest feedback among employees experienced a 10-year total shareholder return that was 270 percent more than their competition. If you want to truly promote openness among your staff, you need to embrace honesty at every level. This means welcoming candid feedback about manager and supervisor performances; training processes; recruitment techniques; retention and incentive methods and more.
  • Proactively support honesty without repercussions: A survey recently conducted by Fierce, Inc. found that  a lack of candor negatively impacts their ability to perform. There is indeed such a thing as being honest and respectful. It’s important that employees feel they can respectfully be honest with management (without fear of penalization) in order for supervisors to identify and mediate problems early on, as well as make decisions that will produce positive business outcomes.
  • Take time to explain goals and initiatives: According to another survey from Fierce, 71 percent of employees feel their managers do not spend enough time explaining goals. Managers should be walking agents through the logic behind quarterly and yearly goals, as well as methodologies of tracking those goals. This can be easily achieved by sending email chains that outline continued progress, for example. Or, supervisors can schedule recurring monthly meetings with agents to personally involve them and ask for feedback. Seeing how the average contact center manager is responsible for 20 agents, managers can even create and send customized materials on the fly to instantly keep their agents up to date on priorities, goals and accomplishments.
  • Track data in real-time: According to a 2015 study from Virgin Pulse, more than half of organizations do not use ongoing assessment tools or real-time data to measure success. A performance scorecard—a graphical representation of an employee, team or enterprise’s progress over time—is key for tracking and meeting specific goals. But remember: it’s critical that performance data is tracked in real-time in order to gain accurate insight that drives efficient decision making.
  • Allow employees to collaborate and contribute: This doesn’t mean giving employees new decision making power. Rather, it means recognizing them as valued assets for organizational improvement, and tapping into that. Take a cue from Silicon Valley-based payments company Square, which we mentioned in Part 1. The company has a corporate policy that any meeting involving two or more people must have notes taken down. This way, notes can be shared with all employees to spark new ideas for improvement. 

Remember: a culture of transparency and trust does not just mean happy employees; rather, it’s a deep commitment to respect, and an expectation of honesty at every level. Coming up: In Part 3 of this series, we’ll tackle perhaps the No. 1 destroyer of transparency and trust within the contact center: finances.

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Publish Date: September 22, 2016 5:00 AM

2021 Buyers Guide Help Desk Software

eGain Corporation

eGain CallTrack™
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.


Happitu is your customer support team’s personal coach. It guides your team through every interaction with custom workflows, responsive scripting, and dynamic help topics.

Documentation in Happitu is automated, detailed, and consistent. Go beyond handle times and service levels with the rich insights of Happitu – from granular interaction data to aggregate data and trends – you get the complete CX journey!

We intentionally built the Happitu Workflow Designer with your customer support team in mind. Using our intuitive tools that provide quick and safe iteration, you eliminate the need to involve IT or Development. Yes, you will no longer have to dread submitting a change request to Devin from IT!

Try it free for 45 days!


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.

Nuxiba Technologies

Nuxiba's Help Desk Software is ideal for delivering top-level contact help desk services. It not only tailors to your existing technology resources but also allows you to set staff priorities that forward clients to the most knowledgeable agents.

Give personalized assistance, and analyze performance with our real-time monitoring, recording, and reports. Integrate Salesforce or VTiger CRM systems, be TCPA compliant, protect your cardholder's data during calls, and more!

Request a quote or demo today and start the journey to increase your first-contact resolution percentages in less than three months!


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.

Teckinfo Solutions Pvt. Ltd.

ActivDesk Help Desk Software
ActivDesk Help Desk Software is an intelligent ticketing software for multi- channel customer interaction & engagement. It streamlines the entire ticket management process. With its SLA & escalation management, it enables your help desk to deliver enriching customer experience.

View more from Envision

Recent Blog Posts:
Is Proactive Customer Service The New Norm?January 22, 2019 5:00 AM
Do Your Best Agents Still Need Coaching?September 28, 2017 5:00 AM
Sorry to Say, but the CX Was Never What You Thought It WasJanuary 6, 2017 5:00 AM
Three Ways to Promote Transparency and Trust in the Contact Center (Part 3)October 6, 2016 5:00 AM
Three Ways to Promote Transparency and Trust in the Contact Center (Part 2)September 22, 2016 5:00 AM
Three Ways to Promote Transparency and Trust in the Contact Center (Part 1)September 9, 2016 5:00 AM
Three Reasons Why You Should NOT Renew Your WFO Software LicenseAugust 19, 2016 5:00 AM
Your Agents Are the Most Important Touch Point in the Customer JourneyJune 17, 2016 5:00 AM
Contact Center Leaders Still Fail to Understand Customers’ Communication NeedsJune 10, 2016 5:00 AM
Do You Know Which Communication Channels Will Meet Your Customers’ Expectations?May 27, 2016 5:00 AM

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