#contactcenterworld, @Calabrio
Magnus Geverts, Head of Business Development with Teleopti shares seven ideas that can enhance productivity, morale, engagement and trust in your contact center for 2017 in the following article.
Every year I get the opportunity to meet with hundreds of leaders from contact centers from all over the world. What makes some of them more successful than others? It’s fair to say that processes can go a long way to help deliver outstanding customer service, however they can never make up for poorly trained or de-motivated individuals. The difference between good and great often comes down to employee engagement; your frontline people are the front door to your organization, why not trust them to do their job and deliver so much more?
The truth is that leadership style can be a major obstacle to trust. Of course, managers need to set the overall direction but processes should be there for a reason, rather than the reason for being. Fortunately the latest workforce management (WFM) solutions typically include features to support employee engagement and motivation. For example gamification, real-time communication and agent empowerment help to build trust by introducing some fun and giving agents control over their work-life balance. Mobile apps make it easier for agents to access schedules wherever they maybe, again increasing the transparency of contact center operations and allowing for timely feedback, for example to holiday requests. All of these features help to build trust and agent engagement.
Include the seven strategies below as part of your planning for 2017 to unleash the potential within your contact center and release a wealth of positive business outcomes:
I believe 2017 is the year when customer service organizations will ditch the command and control approach so often applied in contact centers for one that truly focuses on customer service and trusting staff to deliver it. By adapting the strategies above, you can enjoy the rewards of improved productivity and increased customer satisfaction in one fell swoop.
About Magnus Geverts:
Magnus Geverts has been with workforce management software provider, Teleopti for over 18 years, where he has taken on many roles, including three years in New York as President of Teleopti Inc. Since returning to Sweden Magnus is responsible for business development, strategic alliances, product management and marketing at Teleopti.
About Calabrio:
The digital foundation of a customer-centric contact center, the Calabrio ONE suite helps enrich and understand human interactions, empowering your contact center as a brand guardian. We maximize agent performance, exceed customer expectations, and boost workforce efficiency using connected data, AI-fueled analytics, automated workforce management and personalized coaching. Only Calabrio ONE unites WFO, agent engagement and business intelligence solutions into a true-cloud, fully integrated suite that adapts to your business.
Published: Friday, January 6, 2017
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