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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.
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Today's Tip of the Day - Outsourcing Service Agreements

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

Published: Friday, June 19, 2020

Printer Friendly Version Printer friendly version

2021 Buyers Guide Telecoms

 
1.) 
Cloud IT Services GmbH

Dialfire
Dialfire offers you a complete call center solution that is simple and intuitive to use and adapts to your needs. It's completely cloud-based, saving you the hassle of setting up a phone system and installing software. In addition to predictive dialing and call blending of inbound calls, you can create personalized campaigns through an intuitive and easy-to-use interface. Features include automated workflows and full control over the agent screen.

You can see the full list of features here:

2.) 
Cloudonix

Cloudonix’s smart voice calls enable frictionless experiences that drive better customer care and faster sales by merging voice and data into a complete service context. Cloudonix add Cloud capabilities to your existing on premise Call Center enabling your agents to work from anywhere in the world. Security, Privacy and more – rapidly deployed and cost effective without replacing your existing systems or retraining your team.

3.) 
Connectica Solutions, LLC

PBX On The Cloud
We provide complete Cloud-based PBX/Phone Systems, including predictive and progressive dialers, phone lines in more than 75 countries and low cost international rates.
We specialize in the US and Latin American market.
PH: +1 (346) 444-3555

4.) 
Layer One Technologies

Layer One Technologies provides information and communication technology (ICT) services to businesses in the greater Charlotte area. Whatever your cabling needs, we have you covered.
PH: (980) 288-4800

5.) 
Megacall

VOIP services
Stay in contact quickly and easily with your international offices through Megacall.

Megacall will fulfill all your telecommunication requirements and on top of that go the extra mile and surprise you with new possibilities for your business, speed to action your requests and keeping within your budget.

📞 Virtual Switchboard
🔌 SIP trunk
🔢 Virtual number
📠 Call Center Solutions
PH: +34 952 667 511

6.) 
NetSapiens

SNAPsolution
Our SNAPsolution – UC and Collaboration tools – can be quickly deployed so you can realize your ROI just as quick. netsapiens offers a comprehensive suite of unified communications (UC) & Contact Center (CC) feature-sets to service providers. Custom-built to provide our partners with unprecedented levels of flexibility, customization, and ease of use.

netsapiens allows you to control your margins in order to improve your ROI. As a provider of a facilities-based solution, you are able to personally choose your origination, termination, hardware costs, etc. to fit your budget. We also allow you to strategically price your product for a maximum return on your investment by charging on a conc...
(read more)
PH: 7608463385

7.) 
Nuxiba Technologies

CenterWare
Build a strong business presence and improve customer relationships!

Offer custom-tailored solutions throughout your sales cycles and customer interactions and assess service levels and control corporate goal achievement through reports and statistics.

Obtain detailed reports based on relevant activity in your contact center, access our quality module to assess calls and performance, apply surveys, develop scripts, record conversations, and more!

Schedule a live demo or request a quote today!

8.) 
Televergence

Long Distance and Toll Free Specialists for Contact Centers
Televergence is a facilities based US Nationwide High volume/High Capacity Inbound and Outbound VoIP Carrier for Contact Centers. We specialize in termination (outbound) and origination (toll free and local DID) for the contact center. We have a technical staff that is up to date on the majority of platforms in use today, including asterisk and Vicci dial, as well as many of the currently in use software platforms.
Contact Centers generally see cost reduction and containment when using Televergence as their contact center telecom carrier. Televergence is the only active US VoIP carrier certified by the Women's Business Enterprise National Council (WBENC), which enables our services to qualify for meeting corporations Supplier Diversity Needs.
PH: 213-943-2023
 

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