Performance ManagementThis software pulls data from various contact center systems to measure agent and group performance against a wide range of metrics. Instead of simply using metrics as a cudgel against poor performances, integrate training and self-improvement tools that will allow agents to do their jobs better. For instance, gamification is a great technique for team-building and motivating agents. Games in which agents compete for prizes and rewards by meeting or surpassing key metrics help promote a fun and competitive atmosphere.
Workforce ManagementManagers typically use this software to forecast staffing requirements, track agent hours and adjust schedules. Incorporating self-service options can give agents a degree of control by allowing them to schedule vacations, trade shifts with coworkers or bid on open shifts.
Call RecordingManagers use this software to capture conversations between customers and agents. These recordings can then be used to conduct performance evaluations. However, you can also empower your employees with self-service options. Create a library of recordings so that agents can listen to their calls for training and improvement. In addition to improving the customer experience, engaged and empowered agents will simplify contact center management in the long run by reducing turnover rates and improving the continuity of operations. The average annual turnover rate for contact center agents in the U.S. is approximately 45 percent — more than double the national average for all occupations. Managers and supervisors say turnover is the No. 1 challenge to contact center operations. A workforce engagement strategy that creates a positive environment with growth and advancement opportunities can dramatically reduce turnover, improve morale and boost productivity. Call us to learn more about enhancing the agent experience in your contact center operations.
Set Your Contact Center Agents up for Success
A workforce engagement strategy is key to providing excellent customer experiences.