Assessing call centre key performance indicators (KPIs) is critical when analyzing the performance and efficiency of a call centre. Although it's clear to the majority of call centre managers and decision-makers which KPIs they will need to analyze, what's often not so clear is that KPIs to measure and monitor over time. This blog article will help you explore top 12 KPI’s that any contact center needs to monitor over time.
This blog post includes 15 strategies for coaching call centre representatives. Use them to improve the training you deliver to your newly hired agents so that they may better meet the requirements of your clients.
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.
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:
Employing a superb call centre agent is equally as important as getting the ideal call centre program. Candidates may be screened based on an assortment of standards, such as character, ability, motivation and fit, throughout the hiring process. Irrespective of your list of requirements, it is helpful to understand just what creates a successful agent. Here are a Few of the top attributes of a successful call centre agent:
Call center agents experience substantial stress. They operate in a distracting environment, confront high customer expectations and expertise pressure to fulfill business standards. This strain is compounded with the constant anticipation to perform and adds up to a stress level of contact center agents.
There are plenty of businesses our there claiming that their employees are #1 priority, but the reality is that profits and clients take a far stronger priority with majority of enterprises. If this wasn't the case employee engagement numbers would've been improving year after year. However, the reality is differetn and it has been decades that employee engagement stat of 30% have been stuck in the same place.
Listed below are seven advantages of focusing in your workers and their participation which might help benefit your gains and your clients equally.
For any company, the service team is one of the most effective ways to create relationships with clients. These dedicated professionals will be the voice and face of your company for your customers, so providing them the tools they need for effective conversations is mandatory for creating a healthier mutually-beneficial relationship.
Below are just a few customer service skills which will help support professionals create a superb customer experience:
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.