“Agents are the core of one’s business. Look after your agents and they, in turn, will look after your customers,”
How do you improve employee engagement in today’s contact centers? By giving agents a sense of purpose through open and honest communication, enhanced visibility into day-to-day operations, and a better employee experience, which in turn improves the experience for your customers.
Learn more by registering for our upcoming webinar!
By Matthew Ritchie
High turnover rates continue to plague contact centers around the world, and that’s bad news for managers.
By 2020, roughly 50% of the global workforce will be occupied by Millennials—the demographic cohort consisting of people born between 1982 and 2000. (By 2025, that number is expected to grow to 75%.)
Often described as lazy, narcissistic, and entitled career hoppers, studies show that they’re the complete opposite. Millennials are thoughtful thinkers who don’t have all the answers but will do whatever it takes to find them. They rather stay with one workplace and slowly climb the company ladder than look for career advancements elsewhere. And, having grown up with technology, Millennials are usually the first people to embrace new changes at a company and use an analytical approach to enhance productivity and performance.
They’re also some of the least engaged members of any organization.
According to Gallup, only 29% of Millennials report feeling engaged in their jobs. (On top of that, a recent Forbes study found that 68% of corporate recruiters find it challenging to manage Millennials within their organization.)
Basically, Millennials aren’t being motivated enough to succeed, and employers don’t know what to do with them, and that has serious consequences. (Engaged workplaces are often 17% more productive, experience 41% less absenteeism, have 10% better customer ratings, and are 21% more profitable compared to their less engaged counterparts.)
The good news is that by introducing gamification and game-like mechanics to day-to-day processes and interactions, call centers and contact centers alike are boosting engagement and improving company culture.
Look below to find six ways to engage with Millennials using employee engagement software. Then, when you’re ready to try it out for yourself, request a demo of nGAGEMENT.
Help Develop a Sense of Purpose
Millennials desire meaning, with 60% of them recently reporting that a sense of purpose was one of the big factors influencing their choice of an employer. But making employees feel an emotional attachment to the companies they work for or fostering a sense of fulfillment is easier said than done.
So be explicit with your company’s objectives. Use employee engagement software that defines KPIs and helps agents reach them faster so they can develop their skillset while accomplishing goals that have a recognizable impact on your company and its culture.
2. Communicate Clearly
Having grown up in times of economic uncertainty, and personal (and political) upheavals, Millennials have an aversion to pomp and circumstance. They also grew up with instant messaging.
So give it to them straight, and do so quickly and consistently.
nGAGEMENT uses game-like mechanics to provide feedback through points, awards, badges, and interactive leaderboards that update agents on how they’re doing when it comes to accomplishing KPI goals.
3. Provide Easy-to-Use Interfaces
Thanks to the rise of social media, Millennials expect enterprise software to be user-friendly and offer seamless engagement, real-time responses, and endless experiences.
Give agents access to employee engagement software that’s as responsive and hardworking as they are for better engagement and less workplace attrition.
4. Foster an Independent Mindset
According to research, Millennials are less likely than their older counterparts to be satisfied with not knowing all the answers. At the same time, 78% of Millennials want an agent who already knows their personal information, buying preferences, and history at the point of contact.
Employee engagement software helps agents deliver quicker responses by teaching them to problem solve without the need for manager interactions through enhanced training and gamified learning. It teaches agents to give the best possible answers, even if the information isn’t readily available, and fulfill customers needs through improved retention and product/service knowledge.
5. Give Millennials Total Control of Their Performance
Millennials often get referred to as “secret introverts”: quiet-thinkers who practice restraint when it comes to bothering their bosses with problems.
So let them manage themselves.
Through gamified call center software, it’s never been easier for agents to keep updated on their daily performance and incentivize them to reach goals. That way, agents feel more in charge of their day-to-day targets, and managers can spend less time micromanaging.
6. Tie KPIs to Career Progression to Create More Engaged Workplaces
According to Gallup, 87% of Millennials rate career development opportunities as vital to their career, while a survey by PwC found that “training and development” were identified as the top benefit sought after by Millennial workers.
By aligning KPIs with personal development and career progression, agents can see a direct correlation between their performance and future job opportunities, improving your contact center’s professional standing while preparing agents to be the next generation of team leaders.
There’s a reason why the old Chinese proverb “give a man a fish and you feed him for a day, teach a man to fish and you feed him for a lifetime” continues to be a relevant saying centuries later: it’s true.
Employee engagement software improves company-wide goals and career development by making even the highest KPI goals attainable through elevated training and engagement.
Learn how nGAGEMENT improves contact center performance for millennials and agents of all ages by requesting a demo today.
Employee engagement software like nGAGEMENT is making it so contact center managers don’t have to wait months to learn how engaged (and effective) their employees are, nor leave them in the dark about the ways they can improve their performance. Read on to learn three ways how.
Every workplace has its share of time-consuming job responsibilities. But in contact centers and call centers, agents are finding themselves with more duties than ever before. If they’re not motivated, everyone (including the company) suffers.
Look below to find five ways nGAGEMENT increases productivity and enhances employee engagement in contact centers and call centers.
Rome wasn’t built in a day, and neither is the perfect workplace. Like everything that’s worth doing, patience and perseverance pays off. Read on to find three reasons why contact centers need to track employee engagement over time—preferably through a trusted employee engagement platform—if they want to have a fully engaged, more profitable workplace.
nGAGEMENT leverages people’s natural desire to win, collaborate, and reach a higher status in the workplace through game mechanics, recognition, and a social media-like interface to improve employee engagement and motivation. Now, Genesys PureCloud customers can get in on the action by signing up for a FREE 30-day trial that gives users access to nGAGEMENT’s state-of-the-art features, including gamified KPIs, quizzes, contests, and more.
In today’s data-driven economy, measuring call center key performance indicators (KPIs) is an essential part of any organization’s business strategy. Always wondered what KPIs contact centers need to measure, but didn’t know where to start? We’ve broken down the call center metrics today’s contact centers need to keep track of if they want to succeed.
Customer support and client expectations are continuously evolving, and answering simple questions is no longer enough. So, whether you’re new to training call center agents, or looking for ways to engage your recent hires, think of these 13 tips as your springboard to a successful agent and call center.
Looking for the right employee engagement software solution? Chances are you’ll find yourself in a micro-universe of platforms and tools that promise to change the way you understand, engage with, and motivate your employees. That’s a problem, because, while many platforms offer state-of-the-art metrics and real-time feedback, a lot of the software solutions out there are survey focused.
How critical is the role of employee engagement? Is it something that only the large size organizations should worry about? To what extent can a solid employee engagement strategy impact the well being of a company? Also, last, but not least - what it takes to improve the workforce engagement situation? In this article, I will attempt to answer all of the above questions and discover what role employee engagement plays today.
Companies are spending over $700 million each year to better employee engagement levels across their workforce (A clear effort and a signal that companies are aware that the situation is far from its best). According to Gallup, organizations whose employees reported high engagement had 25% to 65% less attrition than their peers.
Employee engagement is a hot topic - only on Google, there is an estimate of 46000 monthly search queries containing that keyword. nGUVU team invites you to discover nGAGEMENT - Employee Engagement Management System for Contact Centers. Take a look at our latest infographic that explores what is employee engagement and how nGUVU platform is the best choice for contact centers that want to better engage with their agents and drive performance.
One of the main purposes of providing rewards to employees is to shape their behavior. The key to ensuring that rewards have the most impact on shaping the employee’s behavior is knowing what behavior to reward, when to reward it and how to reward it. Rewards that are contingent upon certain behavior are critical in shaping future behavior.
Managers can shape employee’s behavior in 4 ways
Reward strategies should be based on years of research dedicated to studying the effects of rewards on employee performance, not the manager’s preference or intuition. Below is information explaining the components of successful employee rewards programs.
70 percent of U.S. employees are disengaged at work. The question is what are the companies doing to improve employee engagement levels within their workforce? There's not any lack of software, advisers, health programs and other productized methods to solving the issue.
It used to be that a company would require months worth of planning and preparation to start an employee engagement initiative. Now, with tools and platforms available on the market it is a matter of a couple weeks for the company to embrace technology-driven employee engagement. But, even before you start investing in tech. and tools - here are some simple trick that you can do to improve your workforce engagement levels.
INFOGRAPHIC | We've taken one of our employee engagement management system customers and shared 3 months worth of data and success with you. What are the indicators highlighting the success of this employee engagement management project? Agent and manager participation, and results achieved after implementing an employee engagement management system.
40% of employees that receive poor training leave their place of work in the first year! Call center or not - learning is a crucial part of employee onboarding process, and gamification can play a "life-saving" role in the process. Based on the findings of a survey conducted by TalentLMS, 79% of the participants (both corporate learners and university students) said that they would be more productive and motivated if their learning environment was more like a game.
What motivates call center agents or employees in general? Is it peer recognition, $ bonuses, competition...? Six out of ten employees are disengaged at work, and Gartner claims that 70% of business transformation efforts fail due to disengaged workers!
Gamification can be a solution for many companies out there as it applies to virtually any niche part of a company or portion of a business. But wait, what's gamification? According to Wikipedia - "Gamification is the application of game-design elements and game principles in non-game contexts". Also, consider how yukaichou.com (gamification SME) defines it - "gamification is the craft of deriving all the fun and addicting elements found in games and applying them to real-world or productive activities".
To combat call center attrition and keep employees engaged, start by focusing on these three imperatives:
1. Strategic hiring and training
2. Coaching and development
3. Find new ways to engage your employees
A weekly paycheck is no longer enough to hold onto your best employees. Now more than ever it’s critical to find new ways to keep them engaged.
There is a strong growth when it comes to adoption of gamification and employee engagement technology among a vast number of companies. But, according to Gartner, many of the gamification projects fail, and they fail not because of technology implementation but because of poor design or execution.
Here are the top 10 mistakes to avoid and some ideas to consider when implementing a gamification platform in the daily life of your contact center team: