To make customers happy, we have to make sure our employees are happy first.
If you are lucky enough to be someone’s employer, then you have a moral obligation to make sure people do look forward to coming to work in the morning.
--Whole Foods Market
You have to be a place that’s more than a paycheck for people.
Those are quotes from three companies with little in common except for the following: They are very successful, and they recognize the importance of creating a positive workplace culture.
Can this philosophy be translated to the contact center? Why not? It may be more of a challenge here, because most people that become contact center agents aspired to do something else - it can be a good job, but it’s not a “dream job.” Add to that the challenge of dealing with demanding customers, and the tedium that accompanies repetitive data entry tasks and script reading.
Still, there are ways to encourage a positive culture. Let’s start with the obvious: a competitive salary with bonuses and incentives for those who excel, and a clean, pleasant working environment with a well-stocked break room. Also, make sure agents have the technology they need to deliver great customer service.
Don’t discourage a little fun, especially when call volumes are down. Music, games, and dress-up days can all make going to work a little more enjoyable.
The relationship between agents and management is critical to a positive work culture. Communication is key: when management listens to and welcomes feedback, and includes agents in decisions that affect the entire contact center, it makes for a more cohesive organization.
Some agents look on that job as temporary – a stepping-stone to moving up within the company. Those that do so should be encouraged in this and even helped along the way.
Do you have some tips for creating a positive work culture? Share them on our Facebook page
Publish Date: April 9, 2018 5:00 AM
Agara is an autonomous virtual voice agent powered by Real-time Voice AI. It is designed to have intelligent conversations with your customers, vendors, and partners without any assistance from human agents. It can handle a wide variety of calls including inbound customer care calls, outbound lead generation calls, appointment scheduling calls, and overdue payment recovery calls.
Agara is available for several industries including banking, insurance, retail, e-commerce, airlines, and telecom. Powered by advanced Real-time Voice AI that understands speech in real-time, automatically determines the right process to follow and guides the caller along in the process with natural conversation.
EVA Voice Biometrics
Powered by Auraya's patented ArmorVox engine, EVA is a voice biometric extension that provides secure and seamless identification & verification capabilities for Amazon Connect. EVA provides delightful customer experience by removing the friction of providing PINs, passwords or secret information in order to prove caller identity. EVA comes standard with active and passive modes and a simple yet powerful agent interface. This allows for personalised self-service and a more friendly and efficient experience when interacting with an agent.
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UniCloud™ is an intuitive platform that allows Enterprises to deploy and manage their Unified Communication (UC) and Contact Center (CC) services with ease and entire provisioning can be completed in seconds using this comprehensive tool supporting digital transformation. The latest release 7.0 of UniCloud™ is a multi-tenant platform that transforms the delivery, management, and integration of collaboration and contact center solutions, for both Cloud and On-Premise deployment models.
With its single-pane-of-glass views and quick provisioning tool, UniCloud™ is instrumental in reducing the time to provision an entire multi-cluster Cisco collaboration platform, including contact centers (C...
Proven, Easy, and Guided Journey to Automate Customer Engagement in a Digital+AI World
Automated Language Testing
Emmersion offers automated assessments to quickly and accurately test speaking, writing, and grammar fluency in 9 languages and counting. We help contact centers improve CSAT scores by screening for top talent and retaining top performers.
SPEED & PLUS
The SPEED solution solves for service level issues while cost optimizing the environment with automation.
Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.
Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.
*Automated / Scheduled Temporary Agent Skills Configuration Management
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*Easy to Use/Operations Administration Focused
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*Detailed “End to End’ Audit Trail and Perfor...
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