Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

ContactCenterWorld.com

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used

Twitter

Facebook

LinkedIn

Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used

LinkedIn

This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties

OK

Upcoming Events

TRAINING IN CONTACT CENTERS

How To Enter the 2020 Members' Choice Awards - For Vendors

HOW TO CELEBRATE INTERNATIONAL CONTACT CENTER WEEK

EMPLOYEE ENGAGEMENT

HOME AGENT TECH & ENVIRONMENTS

Article : 3 Winning Strategies for Effective Employee Engagement

#contactcenterworld, @puzzelsolutions

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:

  • Create a flexible workplace – Workforce Management (WFM) is commonly associated with improving staff schedules for the benefit of customers, enabling contact centres to efficiently manage staff capacity across different teams, departments and geographies to smooth out the peaks and troughs of call volumes. Yet, experience tells us that many contact centres lose staff rather than customers because of inadequate scheduling with 58% of contact centre professionals citing ‘too little to do or too much time spent on mundane, repetitive tasks’ and 56% citing ‘constant stress’ as major challenges.[ii]

    WFM is a powerful morale-boosting tool for agents. A good place to begin is to use it to introduce flexible schedules that help agents accommodate the practicalities of combining customer-facing duties with domestic responsibilities such as childcare. Next, create optimal schedules that play to their individual skills and proficiencies as well as personal preferences to keep agents stimulated, motivated and with you for the long-term. Then, help agents to grow and flourish by substituting their long commute times with new learning opportunities to boost career prospects.

    Finally, introduce a strong and inclusive leadership culture. Encourage managers to build camaraderie and teamwork and use video conferencing to conduct weekly huddles. Encourage colleagues to talk to each other, share ideas and achievements via online-chat facilities. Continue to involve agents in decision-making and reward good performance, especially team performance for inclusivity.

  • Give agents the right tools to do their jobthe Puzzel survey tells us that ‘IT issues and/or clunky technology’ (71%) are major barriers to effective employee engagement.[iii] The right technology makes life easier and brings out the best in employees. One of the many benefits of cloud-based contact centre solutions (CCaaS) is that agents can log in from anywhere at any time. Integration with CRM and other business applications gives agents all the information they need to create better and faster omnichannel customer interactions to boost agent confidence and satisfaction. Make sure agent interfaces are intuitive and easy to use. Everything should be made available from one screen application for ease of use and simplicity, allowing agents to concentrate on the customer.

    Ticketing solutions are now the latest ‘must have’ for effective case management. Offering a simple, single sign-on for all contact centre activities, integrated ticketing technology automatically creates tickets that document, store and catalogue any number and type of customer interactions over time, making it possible for agents to resolve both simple and complicated issues from start to finish.

  • Focus on knowledge for connected agents - and connected customer conversations. A good place to start is with your FAQs and knowledgebases – which are a valuable and empowering source of information for not only customers, but agents too. When combined with dynamic call scripts that are easily accessible, they vastly improve agent productivity and job satisfaction levels.

    Introduce Artificial Intelligence (AI) to simplify everyday tasks and interactions. AI-powered tools are a powerful addition to any employee engagement toolkit. You can build dedicated virtual personal assistants or ‘bot buddies’ that allow agents to communicate with them through speech or text to find answers to customer queries and suggested responses - rather like a whisper in the ear. The best solutions are embedded with ‘sentiment analysis’ technology. These capture and record the mood of the customer based on current and past conversations and then relay this vital intelligence to agents to boost confidence, satisfaction and productivity.

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.

#contactcenterworld, @puzzelsolutions


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.

About Puzzel:
Company LogoPuzzel (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.
Company RSS Feed   Company Twitter   Company LinkedIn   Company Profile Page

Today's Tip of the Day - Quality Of Service

Read today's tip or listen to it on podcast.

Published: Friday, June 19, 2020

Printer Friendly Version Printer friendly version

2020 Buyers Guide Automated Call Distributors

 
1.) 
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
 
Submit Event

Upcoming Events

15th annual Best Practice Conference - this is the contact center world's most highly rated event - a whopping 100% of delegates say they would recommend it!

100's of best practice tips and ideas from contact center professionals Read More...
 7
 12013 
Share

Latest Americas Newsletter
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
CMS =
session cookie set = True
session page-view-total =
session page-view-total =
applicaiton blnAwardsClosed =
session blnCompletedAwardInterestPopup =
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =