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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.

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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 - 5 Ways To Demotivate Staff

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

Published: Friday, June 19, 2020

Printer Friendly Version Printer friendly version

2021 Buyers Guide Knowledge Management


Combines knowledge management with call support as continue improvement.

eGain Corporation

eGain Knowledge + AI
eGain's knowledge management software, powered with Case-Based Reasoning, an Artificial Intelligence technology, lets you provide intranet or extranet access to the common knowledge base, enabling contact center agents to provide distinctive, productive, and brand-aligned experiences in every interaction, across all channels and touchpoints.

eGain Corporation

eGain Knowledge + AI
eGain Knowledge+AI™, the top-rated, analyst-awarded knowledge management software, guarantees quality customer service by infusing your customer service agents with knowledge, making all agents as productive as your best ones. By providing agents and other users a range of ways to get to information from the common knowledge base, it ensures fast, consistent, and accurate answers.


FuzeDigital offers an affordable yet comprehensive knowledge base to answer your consumers' and staff questions. When assistance is needed, our email management system ensures your timely and accurate delivery of responses. Used by companies large and small that seek to deflect common questions while providing exceptional support.


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 a knowledge management software for enterprises. Customer service of any organization can leverage this tool to create, curate & distribute the knowledge at assisted as well as digital channels promoting self service.


Knowledge Management software
livepro are experts in Customer Experience Knowledge Management and are passionate about improving customer experience. livepro is feature-rich yet easy to use, delivering answers to agents – not long complex documents to dig through. This makes customer service quicker, easier and more efficient. Staff require next to no training on complex procedures thanks to livepro’s intuitive design, which brings confidence up and training costs down.


ProcedureFlow is a step by step visual guide that supports agents as they navigate company processes. With a knowledge management solution that simplifies complex information, employees can spend less time searching and focus on what they do best. ProcedureFlow’s simple and intuitive platform enables contact centers to quickly and easily create, maintain, and update company processes in real time. With ProcedureFlow, teams can work more efficiently, better serve customers, and drive results that matter most to their business.


Knowledge is your company's most valuable asset. An intelligent Knowledge Base can harness that asset, supporting your customers and empowering your agents.

Purpose-built with your users in mind, the knowledge base stores all information your customers need and search for, from policies to product details. Integral to CX, an intelligent knowledge base allows customers the freedom to self-serve whilst delivering them great results at their convenience.

Internally, the centralised knowledge base equips your employees with all the knowledge they require to assist customers, enhancing not only the way agents work, but the impact on CSAT.

Knowledge can be seamlessly integrated with your customer service tools to ensure complete coherence of information, even when it's updated.

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