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Article : Are Your Bad Sleep Habits Ruining Your Contact Center Career?

#ContactCenterWorld

Humor us for a moment and set down that mug of steaming coffee before you keep reading. You know as well as we do that no amount of caffeine will perk you up if you’re feeling sleep deprived. Whether it’s late night work, midnight Netflix bingeing, a crying baby, snoring partner, stress, or any other regular disruption to quality sleep, it’s likely your bad sleep habits are ruining your career.

The importance of sleep is a big topic these days. Lots of people from our own Canadian Prime Minister, Justin Trudeau to Arianna Huffington, are talking about the role downtime, in particular sleep, plays in our lives. We all know that, in business, there are some corporate cultures and indeed some industries, (yes, lawyers, we’re looking at you) that promote the idea of work as a competitive sport. The "winners" are bragging about how little sleep they get and how many hours they log. Here at Blue Ocean, we’re not playing that game, but we do seem to have a predisposition for hiring insomniacs judging from the number of emails that fly around between the hours of 11 pm and six am. So what gives? Is this good for us? Or could respect for a good night’s sleep give us a leg up?

Our own experience plus the myriad of sleep studies out there tell us some important things about the consequences of bad sleep habits.

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Decreased Empathy

In the contact center business, empathy is our bread and butter. Whether you’re an agent supporting a consumer with a crisis, or a coach supporting an agent, or a project manager supporting a client through a critical business issue, empathy is a valuable asset. Research tells us that emotional intelligence – particularly the capacity for empathy – is reduced when a person is sleep deprived. In fact, your overall interpersonal skills are compromised when you’re sleep deprived. Getting consistently decent sleep is like refilling your tank when it comes to empathy, understanding, and patience.

Increased Burnout

Interpersonal skills are the just the beginning. Overall reaction to stress is also affected by sleep deprivation. This matters to us because we know perfectly well how much pressure our agents often experience. We go to great lengths to reduce this stress, but call volume spikes and peak seasons – even as carefully as we predict, plan for, and respond to them – are a strain on our agents, coaches, and managers.

When you add sleep deprivation into the mix with high stress, you’re treading into burn-out territory. Whatever position you’re in, entry level or executive office, burn out can push you to making a career change that is essentially reactionary. Moving away from something in your career is never as positive as moving toward something. Thinking about changing jobs because you’re feeling burnt out is the ultimate "sleep on it" scenario.

Lack of Focus

When bad sleep habits lead to a lack of focus and impaired memory, achieving high performance results gets more challenging. In our business, every day is new game. The stakes are high and there are a million moving parts. With individual and team targets that can range from Average Handle Time to CSat scores to Grade of Service, the daily and weekly pressures to perform are intense.

Lose focus and meeting your metrics just got a whole lot harder. No matter what business you’re in, an ability to focus is often what separates the champions from the also-rans.

Repressed Immune System

This one’s a no-brainer. No matter what your job, absenteeism is always a problem employers want to avoid. At Blue Ocean, where our workforce management teams work diligently to align agent shifts with peaks and valleys in call volume, combating absenteeism is priority. But agents aren’t the only ones who should worry. We have a saying in our onboarding program – it doesn’t matter how good you are at your job if you aren’t here to do it. And that applies to every level.

While we totally understand and plan for the inevitably of people getting sick, we also recognize that sleep deprivation significantly impacts your health. From the common cold and nasty viruses to other major health concerns, your immune system is vital to how you perform in everyday life and work. Make a habit out of the lack of sleep, and your risk of sickness increases. It’s as simple as that.

Is it Time to Admit Bad Sleep Habits Are Ruining Your Career?

We all have our off days, but when a lack of sleep becomes a regular habit, it’s hard to be your best at the office. We give our employees the upper hand as much as possible, with an awesome work environment and perks, but we know that the foundation of great work experience starts the moment you roll out of bed. And if you roll out exhausted, it’s only a matter of time until those bad sleep habits are ruining your career.


About Patricia Isnor:
Patty Isnor is never satisfied with status quo. Her primary focus over the course of more than 30 years with our organization is on ensuring that our company is in a constant state of striving. As Senior Vice President, Corporate Services,she leads initiatives in human resources, facilities design and management, and employer branding. She has been the driving force behind many of Blue Ocean’s (and CCL Group) innovations in administrative, financial, legal and human resources systems and processes. Her leadership in this space has earned Blue Ocean national and international recognition for ou

About Blue Ocean Contact Centers:
Company LogoWe thrive on delivering critical customer service solutions that go beyond transactional interactions. As such, our goal is to enhance lifetime customer value, providing support that is a reflection of your brand promise, even in high-pressure, complex customer service scenarios.
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Today's Tip of the Day - Consider Your Center As A Production Line

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

Published: Friday, June 24, 2016

Printer Friendly Version Printer friendly version

2020 Buyers Guide Analytics

 
1.) 
3Fiftynine

CardBoard
CardBoard: Real-time data, shows the most important KPI’s in your Contact Center.
Built for data | Designed for business | Empowers teams

2.) 
Acqueon Technologies Inc.

Acqueon's AI-driven conversational engagement software enables sales, marketing and service organizations to engage in emotionally connected dialogs with customers via their channel of choice for significantly improved results. The Acqueon suite adds multichannel campaign management, contact center analytics, desktop, and CRM connectors for your contact center software of choice, including Amazon Connect, Cisco, Nice inContact, and Twilio. Acqueon conversational engagement software leverages the Acqueon IQ platform to aggregate data from the various applications, assemble rich customer contexts, and drive next-best-action using powerful statistical and predictive models.
PH: +1 888-946-6878

3.) 
CallFinder

CallFinder speech analytics
CallFinder® is a leading provider of cloud-based SaaS speech analytics, automated call scoring, and speech-to-text transcription technology with sentiment analysis. Our easy-to-use solution is designed to help businesses and contact centers automate quality monitoring to improve agent performance and provide a superior customer experience.

With CallFinder, you get…

100% visibility into agent-customer interactions
100% monitoring of interactions, up from only 5-10%
Scalability of QA reviews with the same size QA team
CallFinder isn’t just your average speech analytics provider. When you work with us, you get unparalleled, continuous support through our MyAnalyst managed client servic...
(read more)
PH: 800-639-1700

4.) 
ComSys S.A.

CCube for Business Intelligence
CCube by Comsys is a business intelligence application, developed for enterprise contact centers. It delivers powerful, and dynamic reporting that enable managers to gain insight into their business. CCube is natively compatible with Aspect Unified IP and Cisco Unified Contact Center (UCCE/UCCX) platforms
Comsys is a provider of οmnichannel customer engagement solutions that assist companies around the world in delivering unique customer experiences. For the last 15 years, Comsys designs and implements complex projects for clients from the outsourcing, financial services, telecommunications, and retail sectors. Comsys enjoys strategic partnerships with technology vendors like Cisco®, Aspect...
(read more)
PH: +302109241486

5.) 
CUSTOMER SQUARE

CROSSCRM.CX - CRM Dataviz Module
CROSS-CRM manages daily interconnection with your CRM tools to centralize data and analyse CX on all channels, and is able to provide deep analytics insights.

All the Kpi’S are here for precise control of your Customer Relationship : Interactions - Quality - Satisfaction - Campains forecast MyClient

Filters, Data Extraction, Custom Views, dates sheets, email subscriptions, xls Extracts, images, pdf


PLUS ! Automated extracts
for integration to third party applications.

6.) 
Daisee

Daisee
Daisee builds technology that empowers people to solve problems by making interactions simple and smart so they can have a more significant impact, be more productive and be better at what they do. We believe incremental improvements carry huge potency and provide exponentially greater change for the better.

Genesys customers can now automate risk and quality management using Daisee’s speech and sentiment analytics and remediation workflow software. Daisee helps improve customer experience, ensure regulatory compliance, identify missed commercial opportunities & training requirements as well as provide valuable insights back to the business directly from the frontline – the true voice-of-...
(read more)
PH: +61404697151

7.) 
DialogTech

DialogAnalytics™
Powered by AI, DialogTech’s DialogAnalytics analyzes conversations to provide marketing and sales teams a wealth of insights for smarter optimizations. With the power of conversation intelligence, you can learn which channels, ads, keywords, and webpages drive the best sales calls, if the caller converted, and more.

AI analyzes how calls are handled at locations and call centers to detect issues that negatively impact ROI. See what percentage of calls go unanswered and who is best (and worst) at converting callers to appointments and customers. Get email alerts when phone leads are mishandled at locations so those leads can be called back right away.

With DialogAnalytics, you can get a...
(read more)

8.) 
eGain Corporation

eGain Analytics
eGain Analytics makes it easy to measure, analyze and refine your contact center operations, knowledge and web customer experience. Create informative reports, charts and dashboards effortlessly. Slice-&-dice the data in any number of ways and use it to manage the business effectively.

1. Operational Analytics™ empowers the business to measure and manage the call center directly and without IT involvement.
2. Knowledge Analytics™ provides insight for eGain’s knowledge and AI applications.
3. Digital Analytics™ measures contact center performance within eGain’s digital channel applications.
4. Journey Analytics™ captures customer behavior on the website—identify the churn points and cre...
(read more)

9.) 
Lieber & Associates

Contact center Analytics and Metrics
Lieber & Associates provides services to develop, interpret, and improve contact center metrics and analytics. The firm's experience spans forecasting, customer service, order-taking, lead-qualification, sales, segmentation, media-source-tracking, and testing design. L&A's president pioneered segmentation for telephone scripts and the tri-level service level metric. He brings broad analytics experience to contact centers.
PH: +1-773-325-0608

10.) 
Noble Systems

Noble IQ
Turn business insights into actionable intelligence. Noble’s IQsolutions provide you with rich and robust customer data that can transform your business. Automate decision making and campaign management and refine the quality of interactions with precision and efficiency. We have developed proprietary and patented tools to help you make sense of data on your current operations and then help you make strategic decisions to improve performance and efficiency. Identify who your best customers and prospects are and the ideal methods to reach them. Understand what types of campaigns work best for your business and how to optimize underperforming campaigns. And nake real-time decisions rather than looking back to see what went wrong.
PH: +61 (0) 3.9008.1700

11.) 
PRILINK

SIP-Trunk Demarc Monitor
Analyzes SIP signalling and RTP audio stream of every call passing through the network demarcation point. Provide a real time 24/7/365 network baseline database that contains the IP bandwidth, call traffic of up to 128 voice groups, Call Detail Record (CDR), call blockage and MOS voice quality. All information are displayed in SIP-Trunk dashboards and are used in many applications, such as Telco collaboration, UC/CC analytics, Work Force Optimization (WFO) and caller identification.
PH: 905-940-8844

12.) 
Trillys Systems

ActuCall
Imagine for a moment that you are a call center manager responsible for generating revenue through signing new customers or up-selling to existing ones. Imagine that your KPI is telling you you have an abandonment rate of 5% and someone comes along and says "No, your abandonment rate or dropped call rate is 13%." .." How do I know? AcutuCall VoIP software application can show you the dropped call data including, originating number and whether it was a network or equipment failure." Now imagine you can see your calls in progress on a mobile app, take your dashboard where ever you go! "What is a lost call worth to you?"
PH: +1 613-521-1639
 
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