How to Engage Contact Center Agents

How to Engage Contact Center Agents

One of the biggest problems that contact centers face today is agent turnover. Research has shown that the agent turnover rate is at an all-time high with percentages ranging from 25% to 50%. Throughout our years of working with call centers, we’ve seen even higher rates depending on the industry and the environment that they function in.

nGAGEMENT’s Impact on Your Contact Center’s Returns

nGAGEMENT’s Impact on Your Contact Center’s Returns

Contact centers have been using gamification concepts since… pretty much, forever. Running contests and incentives has always been part of enhancing agent performance to meet or exceed a specific objective. But, because of the manual work involved within this process, contests are often too few and far between.

Blended KPIs: Contact Center Use Cases

Blended KPIs: Contact Center Use Cases
This week, I dive into two common use cases that serve to elaborate on how KPIs can be combined, and also prioritized, or weighted, to represent a fair and realistic measure of an agent's current performance and future potential.

Blended KPIs: The Real Definition

Blended KPIs: The Real Definition
...articles about blended KPIs tend to focus on single metrics or KPIs that are matched to call center processes, and there is much more to true performance management than matching your objectives with your business process.

How management transparency will motivate your team

How management transparency will motivate your team
"...The current research found that internal communication is linked to commitment, discretionary effort, and meaningful work; all factors of engagement. In addition, results also indicated that communication channel satisfaction and channel combinations were linked to employee engagement."

How Machine Learning improves contact center hiring and retention

How Machine Learning improves contact center hiring and retention
While everyone understands the drivers for learning from one's mistakes, there tends to be a fair amount of inertia when it comes to reviewing our own successes.
But the truth is, understanding the path to success is actually more important to creating sustainable goal attainment than analyzing our failures.

Hypozeuxis and the real issue with airline customer service

Hypozeuxis and the real issue with airline customer service
The real issue is the tired rhetoric around the rules when employees are not empowered to use judgement and creative thinking to solve an immediate issue.

Attrition: It's not always about performance

Attrition: It's not always about performance

at·tri·tion
əˈtriSH(ə)n/
noun

the action or process of gradually reducing the strength or effectiveness of someone or something through sustained attack or pressure.
"the council is trying to wear down the opposition by attrition"
synonyms: wearing down, wearing away, weakening, debilitation, enfeebling, sapping, attenuation; gradual loss

When it comes to agent engagement age is just a number

When it comes to agent engagement age is just a number
"...In fact, more gamers are over the age of 36 than between the ages of 18 to 35 or under the age of 18. They are also mostly men, but by a slimming margin. Men make up 52 percent. But even considering these statistics, the important thing to remember is that game mechanics have been applied to the workplace across all demographics since the early 20th century - in the guise of rewards, loyalty programs, and incentives for hard work "