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Industry Research : Genesys Study Reveals Path to Improving Recruitment and Retention for the Contact Center in the Face of the Great Resign

#contactcenterworld, @Genesys

Genesys, a global cloud provider in customer experience, released "Human Values: The operating system for a high-performing contact center," a study examining the values, desires and strengths among high-performing contact center employees worldwide. The report also provides a five-step process to turn these insights into actions to engage and motivate employees. By focusing on these core values, businesses can create the right culture to foster a strong sense of ownership and connection to the business. This leads to greater happiness and improves an organization's ability to attract, retain and engage top talent.

In what's being called "The Great Resignation," where 65% of people looking for a new job, the competition for talent is intense. The pandemic drove a shift in the mindset of how people evaluate what they want out of their employers, leading them to seek companies that have cultures that align with their values, have a clear mission and embody customer-centric business. This type of empathetic culture has become the baseline for a desirable employer.

Organizations that take a business-as-usual approach instead of adjusting to meet these new standards will be at high risk for attrition. And that leads to the expensive task of replacing and training new staff — and the loss of organizational knowledge. Ultimately, that affects the quality of service customers receive.

"Now that personal and professional lives have blended more than ever before, people are discovering that what they want out of employers is different than the past," said Merijn te Booij, Executive Vice President and General Manager, Workforce Engagement Management at Genesys. "When employees see their values integrated with their work environment, they feel seen and understood which, in turn, drives motivation and engagement. Elevating the employee experience will not only enable businesses to attract and retain talent but will also empower agents to deliver exceptional experiences to customers."


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In today's experience economy, where consumers are always-on, looking for what they need — when they need it — and expecting to be heard and understood, contact center employees are often a customer's primary point of interaction with a business. The volume of customer interactions agents handle is increased by nearly 20% on average, and spiked 35-40% in some cases during the pandemic, according to a poll among Genesys Customer Advisory Board members. Therefore, connecting with agents by providing the environment and tools that enable them to do their best work will be a differentiator in meeting the expectations of today's consumers.

Human Values study insights

The top-five values identified among call center employees, classified as sales, tech support and customer service staff, are personal responsibility, family, relationships, financial security, and health and well-being.

When it comes to what employees enjoy most about their jobs, learning new skills and earning recognition tied for first, globally. Respondents in Africa enjoy learning new skills the most (73%), while North American respondents appreciate recognition (61%) more than any other region.

Employees also shared what they most love: advancement opportunities; hate: inconsistent compensation; and wish was different: increased compensation, about their jobs.

When identifying strengths, over half of respondents classified thoroughness and completeness as their top abilities, while less than 10% thought empathy and listening were their greatest strengths.

Personal growth and learning new skills were common themes among the findings. When partnered with respondents' top value, personal responsibility, providing self-paced training opportunities will be a significant factor in enhancing the contact center agent experience.

#contactcenterworld, @Genesys

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.prnewswire.com


About Genesys:
Company LogoGenesys® powers 25 billion of the world’s best customer experiences each year. Our success comes from connecting employee and customer conversations on any channel, every day. Over 10,000 companies in 100+ countries trust our #1 customer experience platform to drive great business outcomes and create lasting relationships. Combining the best of technology and human ingenuity, we build solutions that mirror natural communication and work the way you think. Our industry-leading solutions foster true omnichannel engagement, performing equally well across all channels, on-premise and in the cloud. Experience communication as it should be: fluid, instinctive and profoundly empowering.
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Today's Tip of the Day - Be Prepared!

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

Published: Wednesday, October 20, 2021

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2021 Buyers Guide Help Desk Software

 
1.) 
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.

2.) 
Happitu

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!

3.) 
Knowmax

Knowmax
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.

4.) 
Nuxiba Technologies

CenterWare
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!

5.) 
OneDesk

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.

6.) 
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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