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Article : A Multi-Channel Approach To Employee Engagement And Retention

Contact Centers have become experts at engaging with customers via multiple channels. How many of these same companies are leveraging these same channels to actively engage and retain their employees? Bryan Couch, an Analyst with A Marketing Resourse writes about a simple process you might be able to use to better engage with your own staff using tools easily available and at your disposal.

Multi-Channel. This buzzword has been swirling around the contact center industry for a couple of years now. Its buzzworthiness is not unfounded, as the ways which customers interact with businesses has grown from phone and snail mail to phone, snail mail, email, web chat, twitter, facebook, SMS, mobile apps, and on and on. Each passing month seems to bring about another channel of communication!

We spend so much time focusing on how to meet the customer’s needs via these burgeoning avenues of interaction, we may have overlooked another crucial aspect of our multi-channel existence-communicating with our own employees. Today’s contact center employees are more tech-savvy than ever, and are getting younger and younger all the time. We know these millenials are a terrific asset to have because they understand and utilize these channels in their personal lives, so naturally they can easily interact with customers on these channels as well.

Why not leverage their use of these channels in their lives as a means to gain greater employee engagement? According to a recent survey, 88% of millenials have a facebook account and 59% of millenials have a twitter account. My question is this - What percentage of companies are actively engaging their employees via facebook and twitter? Not many.



The fact is, employees stay with a company because of relationships. For those of the millennial generation, relationships are most fruitfully cultivated via social media. By setting up a company facebook and twitter account that is employee centric, you can develop a means of meeting your employees on their level. Pictures of new hires, employee of the month, company potlucks, birthday shoutouts, etc. This is a free and powerful means to build a meaningful rapport between your company and your employees.

This multi-channel interaction can extend beyond just social media as well. Why not a happy birthday text message? Why not an email to their personal email account congratulating them on achieving their monthly sales goal? There are so many creative and exciting ways to engage our employees these days. We all would be wise to use them as a means of gaining greater employee retention and engagement.


About A Marketing Resource:
Company LogoAMR is a marketing agency that provides inbound and outbound call center solutions with centers located across the United States. Since our inception, we have offered our clients a record of providing reliable, cost-effective inbound and outbound services for a variety of industries. With our success, we have received multiple awards and have focused on being the "single-source" sales and marketing partner for our clients.
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Today's Tip of the Day - Managing Change

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

Published: Monday, February 16, 2015

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2021 Buyers Guide Messaging Systems

 
1.) 
Amtelco

miSecureMessages
miSecureMessages is an encrypted messaging application designed as a pager replacement for healthcare organizations, call centers, and enterprise environments.

2.) 
Startel Corp.

Contact Center Software
Startel is a leading provider of unified communications, business process automation and performance management solutions for contact centers. Since its founding in 1980, Startel has established a loyal customer base from a variety of industries, including contact centers, education, healthcare, insurance and telephone answering service. Startel's solutions are designed to enhance the customer experience, improve employee productivity, reduce operating costs, and increase revenues.
PH: 800-782-7835

3.) 
Synthetix

Engage with your customers in Real-Time.

Connect personally with your customers, generating new revenues and boosting CSAT scores. Synthetix Chat is the fastest way to engage your users, with a Live Key-Press Feed, ID and Verification, simultaneous chats and AI-Powered predictive suggestions, Synthetix Chat reduces averages handling times by up to 50%.
PH: +44 1279 555 580
 

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