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Article : Give them the Tools to do the Job

#contactcenterworld, @CirrusResponse

Author: Andrew Tucker, Sucess Manager, Cirrus Response.

It’s long been acknowledged that motivated and engaged employees are the key to business success. Start by giving them the tools to do their job to the best of their ability, and make time for line managers to build rapport with their staff so that they can support and nurture them. Andrew Tucker, Success Manager at Cirrus explains.

According to Gallup there are several factors in driving positive employee engagement. Those organisations that practice ‘high-development cultures’ have strong employee engagement. In order to achieve this, organisations must ensure that their employees are able to work to the best of their ability.

What do employees want?

Motivating employees comes down to these two simple things, tools and time. For staff to develop they need the systems to enable them to do their job well, and they need a good relationship with their line manager, who needs time to support and nurture them. This is especially true in current times where most contact centre people are working remotely and may be missing that all important contact with their team.

In the Gallup Q12 Employee engagement questionnaire, the first two questions are:

  • Do you know what is expected of you at work?
  • Do you have the materials and equipment to do your work right?

For agents this means fast, easy access to comprehensive customer information, with everything they need in one place. For supervisors and managers, this means visibility of what is happening in the contact centre, such as call wait times, call abandon rates, first time resolution rates, agent adherence and notifications of when any of these are about to breach KPIs, or an agent needs help and support.

Many of the mechanisms previously in place now don’t work. Managers and team leaders that could once see what was happening in the contact centre, and could simply walk across to their team members that maybe needed help and support are now working from home themselves, without any visibility of their team.

....NOTE - content continues below this message


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Legacy infrastructure doesn’t deliver

Contact centres using legacy infrastructure typically have 6 to 8 different siloed systems. These can be shared drives, phone/PBX, webchat, email, CRM systems, SMS/messaging and social media management tools, as well as a plethora of other internal messaging systems. With a lack of joined up systems, supervisors are spending up to an hour a day compiling reports. A medium sized contact centre with 150 agents might have 8 to 10 supervisors, all writing reports – that adds up to a week per month. Precious time when supervisors are not looking after their agents.

This is just one example where not having the correct tools for the job significantly impacts ability to operate effectively.

The stakes are High

Gallup states that the most engaged teams compared to the least engaged teams see 41% lower absence rates, 24% lower turnover, 17% high productivity and 21% high profitability.

Add to this that disengaged employees can suffer mental health issues, which results in more absence, higher attrition rates, and can affect the reputation of the business, making it harder to attract top talent.

Recruiting new agents is expensive – according to the often-cited Cornell University report; The Global Call Center Report: International Perspectives on Management and Employment, it costs 16% of gross earnings to replacement an employee. With agent attrition rates anything between 17% and 44%, depending on the size of the contact centre, it’s certainly commercially worthwhile trying to retain staff.

Providing Visibility – Omni Channel comes of Age

In the past few months, from when the first national lockdown hit businesses everywhere, we’ve had many interesting conversations with our customers. Most of these conversations were about visibility and being able to access the right information at the right time.

Supervisors and line managers need real time reporting on what is happening in the contact centre. They need to be able to see traffic across all channels, despite that fact that most of their agents will be working from home. They need to be able to monitor a single inbox, with the ability to assign work to the appropriately qualified agents and to be able to produce reports, on sales, on call volumes, and on customer sentiment at the click of a button. Most importantly, they need to be able to spend time on supporting their team members and nurturing them so that they can deal with any problems before they become serious issues.

Agents need a system that provides them with all the information about the customer they are currently talking to. They need to see every part of the conversation, regardless of channel the customer used, voice, email, webchat, message and even social media. Without this information at their fingertips, agents are unable to provide the high value support customers need.

The pressure on voice as a channel means that customers are moving to digital channels, which legacy infrastructure struggles to support. Using a cloud contact centre overlay, businesses are able to open up digital channels, almost immediately, giving agents the information they need, and customers the service they want.

According to NeosWave Research, legacy contact centres and outdated ways of working are costing UK businesses £2bn annually. Put simply, businesses cannot afford not to ensure that their employees are happy and supported by their line managers with the correct systems to allow them to flourish in their roles.

#contactcenterworld, @CirrusResponse


About Andrew Tucker:
Andrew Tucker is Partnership Success Manager at Cirrus Response

About Cirrus Response:
Company LogoCirrus is a provider of omni-channel cloud Contact Center Solutions (CCaaS) and IPT telephony, with over 10 years’ experience of using the best technology to deliver business outcomes and effortless customer experiences. Modern technology and a team that has many years of experience working in and around the Contact Center and IPT environment, provides a recipe for business transformational success. With a true cloud infrastructure, Cirrus operates on a true real-time basis with unlimited scalability and the highest level of resilience and security. We can help you leverage the best AI solution available to deliver an awesome experience for your customers; getting better results for less cost. At the point you want to introduce agents into the customer journey, Cirrus then brings contact from voice, email, web, SMS, video, social, Messenger, WhatsApp, app store reviews, YouTube and more into a simple view that your advisors will love.
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Today's Tip of the Day - Voice Mail

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

Published: Monday, November 30, 2020

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2022 Buyers Guide Help Desk Software

eGain Corporation

eGain CallTrack™
eGain CallTrack™ is a dynamic call tracking and case management solution that helps companies provide quick, high-quality, and cost-efficient resolution of customer issues across traditional and emerging interaction channels. It is one of the many innovative customer interaction products in eGain Solve™ suite, the unified customer engagement and knowledge management software suite, which helps businesses transform their traditional call centers into omnichannel customer engagement hubs. eGain CallTrack will enable you to track, manage and resolve cases and maintain service level agreements (SLA), across channels.


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 an omnichannel knowledge management platform. Our mission is to transform contact centers into resolution centers and drive customer self service.
The platform is an industry-agnostic enterprise-grade knowledge platform with components helping in easy findability of actionable information at the right time across the desired touchpoint.


LiveAgent Help Desk
LiveAgent is a cloud-based Help Desk Software with over 195+ compatible integrations. Streamline all customer communication channels and manage them from a single shared company inbox. Enjoy social media integration, unlimited ticket history, call recordings, hybrid ticket streams, and more. Companies like BMW, Yamaha, Huawei, Orange, or Forbesfone use LiveAgent to deliver customer wow to 150M end-users worldwide.

Nuxiba Technologies

Nuxiba's Help Desk Software is ideal for delivering top-level contact help desk services. It not only tailors to your existing technology resources but also allows you to set staff priorities that forward clients to the most knowledgeable agents.

Give personalized assistance, and analyze performance with our real-time monitoring, recording, and reports. Integrate Salesforce or VTiger CRM systems, be TCPA compliant, protect your cardholder's data during calls, and more!

Request a quote or demo today and start the journey to increase your first-contact resolution percentages in less than three months!


OneDesk's software combines Helpdesk & Project Management into one application. No need to purchase, integrate and switch between applications. Your team can support your customers and work on projects in one place. Aimed at SMBs as well as departments at large enterprises, OneDesk is frequently used by project managers, customer service, IT, professional services and more. This easy-to-use, feature-rich, and highly configurable software can manage both ticket & task workflows.

Teckinfo Solutions Pvt. Ltd.

ActivDesk Help Desk Software
ActivDesk Help Desk Software is an intelligent ticketing software for multi- channel customer interaction & engagement. It streamlines the entire ticket management process. With its SLA & escalation management, it enables your help desk to deliver enriching customer experience.

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