As contact centres evolve as a result of COVID-19, Thomas Rødseth, Chief Technical Officer of Puzzel, says now is a critical time to keep frontline staff safe and motivated.
What comes first: happy customers or happy employees? It’s a question many have asked, but there’s one thing we’re certain of – positive employee engagement plays a critical role in a company’s success. Why? Because happy people are more loyal and enjoy their jobs, which means employers are rewarded with higher staff retention, higher performance and lower onboarding and training costs. At a time when COVID-19 has forced many contact centre agents to work from home, leaving them isolated from colleagues, the spotlight has been fixed on employee engagement, exposing gaps in existing strategies, processes and technology.
Provide purpose and tools
When Puzzel surveyed over 100 contact centre professionals, it discovered that ‘a sense of purpose with clear goals’ (91%) and ‘having the right knowledge and tools to do the job’ (87%) were top contributors to agent happiness.[i] You may already have a plan for employee engagement, however, now is the perfect opportunity to review your current strategy. It’s surprising how a few months of lockdown and remote-working can add a fresh perspective to even the most carefully thought-out plan.
3 winning strategies for effective employee engagement
Novice or expert, here are three ways to keep frontline staff happy:
While some things haven’t changed during this period of upheaval, it has provided an opportunity to review employee engagement and the technology available to ensure happy employees and happy customers regardless of which came first.
About Thomas Rødseth:
Thomas has worked in the telco sector in Europe for over 20 years, including companies such as O2 and Telenor. He has a background in managing large contact centres, employing more than 1,000 agents, giving him first-hand experience of trying to achieve operational efficiencies whilst delivering a great customer experience.
Puzzel (formerly Intelecom) builds on 20 years’ heritage. It was one of the first pioneers to develop a cloud-based contact centre. Puzzel also encompasses leading mobile messaging and mobile payments to deliver a flexible and customisable customer interaction platform to meet the needs of today’s omni-channel and mobile environments. Headquartered in Oslo, Norway, Puzzel employs over 130 people who are all passionate about delivering innovative customer interaction solutions for contact centres and mobile environments.
Published: Friday, June 19, 2020
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