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.
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
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 fore plus different channels within a single day? The customer journey is not linear anymore - social media, email, apps, web chat, phone, etc. it is essential to have a consistent support experience to your company clients across all of the channels.
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.
Do you engage with your employees or motivate them? According to Google, there is a big difference, and it seems like as of 2008 employee motivation interests people more than employee motivation. As of 2017 phrase "employee engagement" reached its peak as a search keyword term on Google ( relative search index reaching 100 point mark). As for "employee motivation" it is at its lowest - dropping below 25 relative search index mark on Google Trends.
According to Gallup "29% of millennials are engaged at work, 16% are actively disengaged, 55% are not engaged." It comes to no surprise that companies are looking for new ways to interact and engage with their workforce. Gamification plays an important role in helping companies to engage and motivate the modern workforce.
Did you know that keyword "Gamification" generates over 60 000 search requests on Google per month? Not too bad for a keyword that virtually didn't exist in Google search queries just six years ago. Gamification has been steadily increasing in popularity among companies, and it's easy to see - only consider what these two sources got to say: Google Trends and Google Keyword Planner.
Gamification is not just about playing games and getting the points - Think of gamification as a technology-enabled framework that applies game-like environment and thinking to any problem, challenge or process. And, yes, it included quizzes and learning.
"People can forget up to 80% of what they have learning within 30 days period." - Being able to test your employees and get an instant feedback becomes essential but trying to gauge your employee's knowledge on a periodic basis is a challenge.
Looking at the number of KPI's used by nGUVU gamification platform customers (contact centers) numbers fluctuate between 4 - 5, to 7 or 8. With indicators used as both stand-alone and blended (where a few KPIs are merged to deliver a weighted index type measurement). Learn more about blended KPIs. With so much choice available it's hard to pick the selected few - a recommendation from nGUVU team is within 5 to 7 standard KPIs and a few blended once.
How does your call center measure performance? Is it solely agent/employee level based? Is it manual or automated? Adherence, AHT, First Call Resolution, Quality and Speed of Answer... all great metrics to track but again more of a starting point. That's why nGUVU put together a level based blueprint showing a different level of sophistication when it comes to performance tracking at call centers.