Stop surveying and start engaging your employees! If you look at Capterra portal for the employee engagement solutions, you will find yourself in a micro-universe of platforms and tools that will promise to change the way you understand, engage and motivate your employees. There is one big point to be made here - too many companies on the list are survey focused! How many? Well, 67 out of 230 platforms on the list push surveys, polls and real-time employee feedback loop functionality as their main offer.
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.
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:
In this article, we are going to discover how gamification impacts six factors/variables that should be extremely important for any company. With a strong degree of confidence, we can say that gamification has a profound impact on turnover or employee attrition, agents absenteeism, engagement and productivity, new hire drop rate, knowledge and training programs success, and overall quality of work.
In our case, looking at all of the nGUVU customers, we've discovered that positive effect on one of the above six variables translates into 1-3% growth in company revenue.
Download the PDF version of the infographic - please use this link - Download
nGUVU team has put together an infographic that delves into the topic of calculating a gamification and employee engagement technology ROI. Both gamification and employee engagement has positive effect on employees and company revenue.
Download a PDF version of the infographic -- Here
What makes Genesys PureCloud great? Is it integrations or apps, omnichannel contact center capabilities, great UI? Why hundreds of contact centers choose Genesys PureCloud? Why Forrester and Gartner consider Genesys the undisputable leader? and more. Join nGUVU team as we discover why Genesys PureCloud is a great platform.
When it comes to selecting an omnichannel capable platform for a contact center, there are quite a few choices out there - consider this as an example: g2crowd.com lists over 1000 platform and tools its Contact Center solutions category. Much of this variety and options is driven by a today's customer.
Today's clients have little patience when it comes to waiting in line for a customer support agent to answer their questions. Most of the customers will go the self-service path and attempt to find the answers on their own - while leveraging a multitude of channels (social, email, chat... etc.). The industry average is that a contact center agent can engage with the same customer across four-plus channels on the same day.
According to Google Trends - "omnichannel" and "customer journey" have been experiencing significant and parallel growth in popularity (as a keyword terms / search queries on Google).
Join our team as we explore how some of the customer engagement channels will change in the near future. nGUVU team is going to explore growth and changes in the following categories: internet of things, augmented reality, screen sharing or co-browsing technology, messaging apps, and virtual assistants.
Download the complete PDF version of the infographic - Here
Did you know that "number of connected devices is to exceed 21 billion by 2021"? (according to Gartner). What's even more interesting that more than a quarter of those devices will contain onboard intelligence to request support! Creating a standard and a unified experience for communication between manufacturing, support, device and device owner would become important - IoT (Internet of Things) is about to become a catalyst for a new customer support communication channel in just a matter of a couple of years.
We've teamed up with Genesys to revolutionize contact centers by creating a better everyday work experience for agents. Our gamification platform motivates agents to achieve their objective by immersing them in a fun game-like environment. Our team at nGUVU have put together an infographic below to demonstrate how nGUVU + Genesys PureCloud integration works and why it matters.
To download the PDF version of the infographic - click here
Contact center agents are at the center of the omnichannel customer journey. Did you know that on average agents can interact with the same customer across four plus different channels within a single day? With all of this omnichannel complexity surrounding the day to day work of a contact center agent, a few of us know that 60% of the agent workforce is considered to be disengaged at work - causing below average customer experience! Engaging employees and motivating them with gamification is the key to success.
PDF version of the infographic is available for download - here