According to industry analysts Gartner, "organizations need to assess the potential needs, expectations and aspirations of the next generation of employees within their contact centers. The impact a motivated and engaged employee can have, not just on operational performance but also on the customer experience, should not be underestimated." The growing awareness of the strategic role played by staff in customer engagement centers is fast becoming a real wake-up call to the industry.
Traditionally, contact centers have taken a customer first approach to service and relied on Workforce Optimization (WFO) technology to drive agent and operational efficiency. The seismic shift happening now puts the spotlight firmly on what Gartner refers to as the "Voice of the Employee (VoE)" and is triggering changes in technical innovation. Welcome to Workforce Engagement Management (WEM) – the next stage in the evolution of WFO – where functionality focuses on placing staff at the center of everything through sophisticated recruitment and onboarding, coaching and e-learning, interaction assistance, task assignment and performance and gamification.
You might ask yourself, why now? Certainly, advancements in automation and self-service are elevating the role of the contact center agent. The time will come when only the most complex or sensitive enquiries will be handled by agents giving them the power to make or break customer relationships and raising the bar for those looking for a career in customer service. At the same time, as baby-boomers retire and the next generation of Millennials take their place, the rules of the game have changed. With higher expectations of career progression combined with a satisfying work/life balance, the quality of the customer experience is often inextricably linked to how organizations engage and motivate their staff.
Three steps to successful workforce engagement management
Transitioning from simply optimizing your contact center staff to truly motivating and engaging them is easier than you think, but it will ultimately make a real difference to the overall customer experience. Here are a few tips to get you started:
The truth is that WEM is not an option, it is a necessity! A well-thought out WEM strategy improves operational performance and elevates employee engagement. Follow these simple three steps to blend customer requirements with the voice of the employee and create your best ever contact center.
About Olle During:
SVP of Sales, International at 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: Wednesday, March 22, 2017
Charlotte Purvis is a speaker and communication consultant who has influenced an average of one million customer interactions each year for over 20 years. She consults, trains, and speaks on customer service, business communication, and leadership development for global companies, universities, and community organizations. She practices what she teaches as evidenced by nearly 100% of her engagements coming from repeat or referral business.
4PS Contact Center Management certification; 4PS Registered Coordinator training
With five modules as the core, including Strategic, Planning, Personnel management, Process management, Platform(technology & environment) and Performance & data, and containing related and useful concepts & applications in other international standards (including ISO, CSP, SSE), 4PS Contact Center International Standard is compiled by 20 experts with their practical experience, including managers from Top 500 enterprises and large-scale global contact centers, and leaders from industry association.
4PS Contact Center International Standard authentication system is divided into 5 classes, i.e., L1 application-level, L2 application level，L3 application level, L4 profession-level and L5 ben...
"Service Excellence" Customer Service Training
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Online learning for the most affordable way to supercharge your customer experience
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. As a result, Happitu slashes training time, delivers higher resolution rates, and reduces handle times.
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Training Executives, Managers, Supervisors, and Reps
Lieber & Associates provides training for all levels of the contact center team. The firm customizes its off-the-shelf trainings to meet your specific company needs,
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|8.)||Manitoba Customer Contact Association|
Making Training and Development Part of Your Corporate Landscape
Organizations are always on the look out to save money and make more profit. Usually when it comes to crunch time some leaders will scrap training in order to tighten the belt. The downside of this is the cycle it creates.
Because some employers see training as a flexible benefit, employee development is often taken off the table. When employees don’t feel valued it becomes easy to see a revolving door. The constant need to hire goes up which ultimately means costs go up; we know that hiring costs more than retaining the right people.
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7 Pillars For Creating Amazing Team Leaders
I help Call Center Owners, C Suite executives and Call Center Managers develop a proven, practical training program they can customize to their specific needs that creates amazing Team Leaders who turn under achievers into top performers that consistently hit (or even exceed) their targets and KPIs.
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CSAT.AI lets agents know when they’re on the right track by predicting CSAT scores in real time (when they’re fixable!) - because most customers don’t leave feedback, they just leave.
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Human Capital & Organisational Development
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|12.)||Orion Learning Services Inc.|
Learning & Development
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Orion Learning is a global leader in providing accredited learning and development solutions for organizations globally. We offer call/contact center certification programs for Agents, Supervisors and Managers, business certifications and examinations for wide range of topics including project management, change management and service management, leadership soft skills and a full suite of assessment tools which can be used for recruitment, talent management, succession planning and coaching/mentoring. We deliver our solutions to global community and all of our solutions are delivered digitally.
VADS Training Center
PT VADS Indonesia as a Learning Center provides trainers, modules, development programs for individuals and teams. VADS Indonesia owns a vast curriculum for training provided by local trainers with flexible training locations that can be arranged at the client's place or PT VADS Learning Center. VADS Provide knowledge process, transformation consultancy, customer service training, leadership training, interpersonal development, and training for trainers.
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|14.)||Service Quality Institute|
Customer Service Training Programs
We have over 20 customer service training programs you can use on-site. With our technology, we eliminate 95% of all travel expenses for participants and trainers. The design of our programs reduces the training time by 80% which is the most expensive part of training and we eliminate the need for professional trainers and facilitators.
Get connected to raise standards. Established in 2000, we are celebrating 20 years of best practice, our community of professionals is recognised as the ‘go-to place’ for innovation in customer operations, from contact centre and digital to field, back office, branch & retail services, working across all industry sectors.
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