THE AGENT CHALLENGE
Working in a fast-paced call center can be stressful. Dealing with frustrated customers, sticking to strict timelines, and reaching targets is easier said than done. And when times get tough, employee disengagement and demotivation is all too familiar.
Ultimately, it can have a negative impact on the customer experience.
That’s why managers need a comprehensive view and understanding of their agents if they’re going to be able to improve performance.
Here are a few of the common challenges your agents, and contact centers around the world, are facing today:
LACK OF MOTIVATION
Contact centers struggle to keep their employees engaged and motivated on a daily basis.
Schedule adherence and compliance are key to a contact center’s success. Without them, customers and companies suffer.
Unplanned absences put a dent in a contact center’s ability to meet performance goals.
When employees are disengaged, they don’t strive as much to succeed, impacting company culture.
THE AGENT SOLUTION
BY REDEFINING THE AGENT JOURNEY, WE PREPARE CONTACT CENTERS FOR THE REALITY OF TODAY
nGAGEMENT gives users an entirely new perspective on Key Performance Indicator (KPI) results by putting the focus on improving contact center agents’ performance and enhancing visibility on their daily objectives, allowing them to self-manage, become more engaged at work, and increase their contribution to business goals.
When deployed in web-based technologies, social media concepts create an added level of interactivity in which individuals, communities, and organizations can share, participate, and engage with one another. Two-way communication allows for easier training and better visibility into a contact center’s day-to-day operations.
Gamification leverages familiar game design concepts and employs them in a non-game environment (in this case, contact centers) to improve user engagement, organizational productivity, day-to-day learning, employee retention and overall performance.
Recognition is essential to validating employees' hard work. nGAGEMENT offers automation for features like Quizzes, Challenges, and Contests. These features complement an organization's pieces of training and give agents full ownership of their performance results.
THE MANAGER'S CHALLENGE
Contact center leaders are continually putting out fires, not to mention dealing with daily administrative tasks, large teams, and special projects, which make it more difficult to engage and manage employees, and especially so with remote workforces.
Although it is difficult to attack the symptoms of a disengaged workforce, it is important as an organization to develop employees now.
Prolonged disengagement and complacency, even amongst tenured agents, can keep them from being productive, lead to poor attendance, and ultimately, contribute to high employee turnover.
Here are a few more problems your contact center is facing today:
According to a 2016 study, the average annual turnover rate for customer service representatives in the contact center industry was 29%. On the flip side, studies show highly engaged organizations can reduce staff turnover by 87% and improve performance by 20%.
WEAKENED TEAM MENTALITY
A team that is unsure whether or not their results (or improvements) are getting noticed will tend to show disengagement in the workplace and stagnant performance. Increasing the efficiency of a team will increase the effectiveness of the organization.
IMPROPER TIME MANAGEMENT
Managing important agent-related tasks such as contests and training are time/resource-consuming, especially when you have to consult multiple schedules and spreadsheets to do so. Equipping managers with tools that automate these tasks gives managers more time to focus on important and more specific issues in the contact center.
Decentralized data management breeds chaos, convoluting insights and confusing team leaders who manage and monitor them. In order to succeed, accurate and consistent reporting is critical.
THE MANAGER'S SOLUTION
HOW nGAGEMENT HELPS
Today’s technology allows for easy integration of results from any data source, applying game concepts and mechanics to all the KPIs that matter most to a company. In doing so, it not only empowers agents to monitor and correct their results in real time, but also alleviates the time-consuming tasks managers are responsible for by automating most results and reports, and giving full visibility on specific areas for improvement.
nGAGEMENT allows agents to self-correct and manage their performance through highly qualitative, gamified feedback that has a significant impact on productivity, profitability, and overall satisfaction of both employees and customers.
With nGAGEMENT, you can:
Predict Agent departures
nGAGEMENT gives users full visibility on performance trends and agent behavior to detect the risk of withdrawal. Supervisors and managers can use these insights to take early action in an attempt to improve those agents' workplace happiness before lack of motivation results in voluntary attrition.
identify productivity periods
Optimize productivity and decision-making thanks to automated insights into peak performance periods and less-effective periods.
IDENTIFY RISKS OF ABSENCES
Learn about absenteeism before it happens based on trends. Then, engage with agents to prevent absences and ensure continued performance and improvement — day in, day out.