THE AGENT CHALLENGE
Working in a fast-paced call center can be stressful. The call center work environment can be challenging, which is why employee disengagement and demotivation is usually prevalent. Dealing with frustrated customers, sticking to strict work timelines, and reaching performance indicators are all hurdles that contact center agents have to deal with.
Contact center agents have by far the most interaction with the company’s customers, thus contact center agents have a huge impact on the customer experience.
LACK OF MOTIVATION
Contact centers struggle to keep their employees engaged & motivated on a daily basis.
Schedule adherence & compliance are key elements of the agent’s core responsibilities and the contact center’s success.
Unplanned absences greatly impact the center’s ability to meet the required performance
Disengaged employees don’t strive and don’t support a good company culture
THE AGENT SOLUTION
WE BRING TODAY’S REALITY TO CONTACT CENTERS TO CREATE THE AGENT’S JOURNEY
Centered on the contact center agent's daily tasks, nGAGEMENT offers a completely new perspective on KPI results which allows you to engage and interact with your contact center and your colleagues in a dynamic, fun, and efficient way.
Social media use in web-based technologies create highly interactive platforms through which individuals, communities and organizations can share, interact, participate and engage. They introduce substantial and pervasive changes to communication between businesses, organizations, communities and individuals.
Gamification commonly employs game design elements which are used in non-game contexts to improve user engagement, organizational productivity, learning, employee recruitment and performance.
Recognition lets employees know that their hard work is valued. It doesn't have to cost anything, it can be done on a daily basis and the results can have a long lasting impact.
THE MANAGER'S CHALLENGE
Contact center leaders deal with administrative tasks, large teams and special projects while constantly putting out fires. This makes it difficult to find time to develop employees. Managing remote employees poses an additional challenge.
You don’t have enough time now to develop employees, but not developing your employees will cause you to spend even more time dealing with issues in the future.
Disengagement and complacency often prevents more tenured agents from staying prodctive. Poor attendance is usually a symptom of a larger problem. Disengaged employees aren’t excited about coming to work. Engaged employees can’t wait to be there.
70 % of people are not engaged in their jobs.
Highly engaged organizations have the potential to reduce staff turnover by 87% and improve performance by 20%.
Recognize and celebrate your teams achievements and engage all your team members to meet and surpass their objectives.
Call centers are data-rich. Typically call center managers are mostly responsible for providing reports on various aspects to other departments. With so many separate reports and systems jumbled together, getting accurate and consistent reporting becomes a colossal problem to call center managers.
Optimize your time. Stop running around for results of managing contests. Spend time on what is more important.
THE MANAGER'S SOLUTION
HOW WE CAN HELP
Today's technology allows for easy integration of any result from any source. Applying game concepts and game mechanics to -NOT only ONE KPI - But ALL the KPI's that are relevant to your contact center on a daily basis will optimize your agents performance. nGAGEMENT allow agents to self-manage and auto-correct on each and every one of your KPI's which can have a dramatic impact on productivity, profitability and overall satisfaction for both employees and customers.
Predict Agent departures
Modeling both the performance trend and agent behavior, ML allows for early detection of risks of attrition in advance and allows supervisors and managers to take action.
identify productivity periods
Identifying each agent's peak performance periods and low performance periods will enable managers to take appropriate decisions and optimize productive time.
IDENTIFY RISKS OF ABSENCES
In addition to features built in nGAGEMENT, learn about absence trends in advance and engage with the agents to influence their behavior and ensure stellar presence at work.