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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."

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

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 - Avoid The “Knee Jerk” Reaction

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

Published: Wednesday, October 20, 2021

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2023 Buyers Guide Translation Services

101 translations

Since 2002 101translations has been providing fast, reliable and cost-effective language translation services for a wide range of industries, including major players in the contact centre market. Our professionals have experience with the translation of materials such as training videos and interactive courses, conversation transcripts, legal documentation, websites, and much more.

We work into every language in the world, from Abkhazian to Zulu.

OpsTel Services

Platform Data Transformation
OpsTel is proud to provide our clients with a software automation service that is used to aid in the transition from one platform to another utilizing both speed and accuracy. Whether it is going from premises to premises, premises to cloud, premises to private cloud or even a hybrid deployment; OpsTel has the ability to help cut your transition time so you can focus your efforts on remaining architecture priorities.

We’ve observed conversions as high as 85% - in as little time as 30-minutes - with remaining client specific complex integrations being done by employees or professional services of your choice leveraging our Platform Data Transformation™ solution.

Features include:

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Tru29 Outsource Solutions Inc.

Back Office Solutions
Although the customer-facing type of tasks is essential to good customer experience, tasks being done in the background is as important.

Tru29 has been providing this type of outsourcing solutions to various businesses across the globe so you can be assured of a reliable and experienced workforce.

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