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Article : Employee Engagement Unlocks Superior Customer Service

For companies in contact center-dependent industries such as automotive, financial services, retail, cable and telecommunications, superior customer service can set them apart from competitors and have a marked impact on bottom line operations.

Demands on contact centers have increased. More than simply the telephone operations facilities of years past, today’s contact centers handle phone calls, emails and online communication such as instant messaging. Underlying the technology challenges presented by these additional methods of customer contact is the challenge inherent to customer relations regardless of industry: employee engagement.

Engaged employees deliver better customer service. The Gallup Organization reported teams with higher engagement earned 12% higher customer service scores than their less-engaged counterparts.

Today’s contact center environment is more challenging than ever. While centers have access to customer information such as sales histories, customers are increasingly savvy and expect immediate results. Contact center professionals must be informed and courteous, but they must also solve problems quickly to prevent customers from migrating to the competition, which is often just a web site away.

Resolving customer issues efficiently improves customer satisfaction and leverages that goodwill into opportunities for cross-selling additional products. While in keeping with the general marketing trend to promote products through all channels, this strategy only increases pressure on employees. Contact center employees must be the best and brightest and their level of knowledge of company offerings must be as up-to-date and complete as possible. Given the nature of the work, which is normally at an individual terminal with headphones, it is easy for individuals to become isolated from each other and from overall corporate strategy.

While the challenges are many, developing a contact center workforce that is actively engaged can help companies in many ways.

First, engagement helps maintain customer relationships. The use of automated contact center technologies has alleviated some stress on contact center professionals, but the automation also means that the customer experience is no longer personal. Specifically, if customers feel that they are a series of call option numbers, then they’re more likely to think of their bank (or mortgage supplier or cable operator) as just another company. Without connection, customers are easily wooed by the competition.

Second, more engaged employees are more likely to stay with the company. According to the study, business units with many actively disengaged workers experience 31% to 51% more turnover than those with many engaged employees. All contact center managers are uncomfortably familiar with the high rates and related costs of turnover in the profession. Turnover results in real dollars lost – dollars spent on lost productivity, training replacement staff and bolstering morale for the remaining workers. Most importantly, more seasoned employees provide a more consistent customer experience.

Engaged employees also maximize sales and contribute to overall company performance. Because the sales process has gotten more complex, it is important for employees to understand which products or services are most profitable. With this understanding, they can maximize each transaction. If an individual employee has insight and understanding of overall corporate goals, he is more likely to treat each transaction like one that can affect the bottom line.

Providing "line of sight" is the first step to developing an engaged contact center workforce. Companies must provide context to employees at all levels and make a compelling case for WHY their company is different and valuable and how it fits into the industry. Employees must see the effect their customer interactions have on the company’s ultimate success. In addition, line of sight empowers contact center employees to effectively resolve customer issues without elevating the call to the next in line supervisor. Line of sight plays helps employees understand what types of resolutions are acceptable and how these resolutions can ultimately support the strategic direction of the business.

Line of sight also enables employees to make quick decisions, such as which product to promote to a particular customer. In the telecommunications industry, for example, line of sight is essential to companies whose offerings have broadened from the traditional telephone lines. With the convergence of cable and phone and the additions of DSL, cellular and other offerings, contact center employees have multiple opportunities to broaden the customer relationship. Employees with line of sight know the financial realities of the business, such as why new products are more profitable for the company, which in turn motivates them to sell those new products to customers.

Strategy can come from top-level executives, but to be successful it must have buy in and support on the call center floor, at the team and individual level. A key for contact centers is to develop implementation that fits seamlessly within the existing daily work process. For example, managers can consistently reinforce the strategy and provide visibility into the decision-making process at the daily or weekly pre-shift meetings. In demonstrating their support and engagement, managers set the standard for other employees.

Once the strategy has been introduced, employees should have the ability to extract supporting information at their own pace and using familiar tools. E-learning is an excellent example of a contact-center-appropriate training application. Because working on individual terminals is already part of the job, employees will find terminal trainings easy to emulate and practice.

Once all employees understand the big picture, additional training should be provided that reinforces the messages. Finally, strategy implementation must be reviewed, revised and updated until it becomes part of the daily job for each employee.

Savvy contact center executives recognize that engaged employees provide better customer service though more developed customer relationships, more consistent customer experiences and maximizing individual transactions.

Employee engagement is an investment that pays dividends in customer satisfaction and overall contact center performance.


About Root Learning:
Company LogoRoot Learning is a strategic learning company that engages and connects people to create results. Root Learning has helped nearly 500 companies worldwide to address complex business challenges by combining consulting, learning and communication disciplines into a unique creative problem-solving approach
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Today's Tip of the Day - Keep Cost In Perspective

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

Published: Thursday, July 19, 2007

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2024 Buyers Guide Analytics

 
1.) 
Alvaria

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.

2.) 
BPA Quality

Call Center Quality Monitoring
Outsourced call center quality solutions including Multi-lingual, Multi-Channel Quality Monitoring, Call Center Consulting, Psychometrics & Analysis of Customer-Agent Interactions, Cloud-based Quality Analysis Software configured by Needs, Virtual & In-person Training, Speech Analytics & Speech Analytics Management.

3.) 
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)

4.) 
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)

5.) 
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.

6.) 
Pointel

CXi - Customer Experience Insights
Pointel CXi, the IVR analytics platform, maps the entire customer journey and analyzes calls end-to-end to turn data into actionable insights. Centralized reporting is essential for seamless customer journeys, as it is critical to know where calls are transferred or abandoned.

CXi generates multiple reports on IVR performance, the Customer-IVR interactions, and sticking points in the IVR that cause customers to struggle. CXi’s IVR Analytics platform provides a comprehensive understanding of customer engagement.

Pointel Customer Experience Insights (CXi) delivers actionable information that enables businesses to reduce customer effort, operational costs and increase contact center effi...
(read more)

7.) 
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.

8.) 
Vads

Social Media Analytics
Social media analytics is the practice of gathering data from blogs and social media websites and analyzing that data to make business decisions.

Typical objectives of Social Media include increasing revenues, reducing customer service costs, getting feedback on products and services and improving public opinion of a particular product or business division.

Key the activities involved:

Analyzing net sentiment score
Qualitative and quantitative of sentiment analysis
Measure the emotions (6 Emotions) of the consumers
Mapping out all potential advocates
Measuring a nationwide consumer sentiment
Unlimited data extraction & cleaning
Customized positive and negative keywords
Qualitative and quantitative insights & report writing
Measuring the consumer sentiment

9.) 
QPC Ltd.

QPC Live
QPC provides realtime unstructured and structured data analytics solutions and services to contact centres globally.
We provide a complete end-to-end customer integrated offering powered by a Multichannel Intelligence Gateway which collects and inter-relates all customer interactions, from each and every customer contact across an entire contact centre ecosystem, all in real-time.
We also provide solutions for conversational and interaction analytics with solutions from our specialist portfolio.

10.) 
Tethr

Tethr is a cloud-based conversation intelligence platform that combines AI, machine learning and over a decade of customer experience and sales best-practice research to surface contextual insights from phone calls, chats, emails and other customer interactions. Companies use Tethr to turn large amounts of unstructured voice of customer conversation data into insights they can deploy to improve their customer experience.

11.) 
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?"

12.) 
VOIPFUTURE GmbH.

Voipfuture Qrystal
Qrystal provides communication service providers, wholesalers, enterprises, call centers and cloud-based voice providers with unique, dual visibility monitoring capabilities for analysing both SIP and RTP packets.

Unlike other solutions, Qrystal provides visibility into both control and media plane. This way, you get the full picture of in-call user experience, all in one place.

Voipfuture’s patented technology automatically identifies typical impairment patterns, allowing you to reduce the time it takes to fix problems.

13.) 
Xdroid

Xdroid is an independent, privately-owned software development company. This enables us to respond to changes quickly.

Our Artificial Intelligence solution, based on deep expertise, reveals the truth about your customer interactions and will help you to communicate better.

Analytics knowledge is the backbone of our development team. Years of experience in developing high-tech software for contact centers of financial institutions, utility companies, telecom operators, etc., give us an incredible edge.

We help you to predict and anticipate in an uncertain and turbulent environment. Communicate better.
 

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