Boosting Performance with Employee Engagement Tools
Building engagement within your contact centre has never been more important than it is today. The impact of the Covid19 pandemic has brought unprecedented times to organisations around the world with both positive and negative changes to demand, staff scarcity when demand increased dramatically and a shift from staff working in contact centres to all agents working from home indefinitely or adopting a blended WFH and office based model.
By employing Call Design’s powerful Workforce Optimisation solutions, the focus on improving your agent’s engagement can be front and foremost. Our tools will help you deploy more flexible schedules that take into account a better work/life balance; empower your staff with the ability to apply for leave or make changes to their shift regardless of where they are and automate some of the biggest workforce planning challenges while helping your staff be more productive, provide a better standard of customer service and be more motivated and engaged at work.
Intelligent Automation
Automation is one of the best ways to improve the bottom-line efficiency of your contact centre. A number of low involvement and disengaging tasks can easily be replaced by automated systems such as IVRs. These systems free up agents to handle more technical and intricate tasks.
Performance Management
Managing your staffs’ performance is more intricate than measuring output against input. It requires ‘smart’ solutions to ensure agents are performing at their best. Aligning the quality of customer service to your business goals is important to developing a strong brand image.
By implementing Performance Management software, contact centre managers can drive a culture of high performance and continuous improvement while meeting increasing demand.
Gamification
Gamification is the employment of interactive gaming elements into an agent’s training, used for the sole purpose of motivating staff and building engagement while boosting training efficiency. From customer satisfaction scores to handling times, employing gamification positively affects all areas of the contact centre.
While gamification has only existed for a brief period of time, the adoption of this method amongst the contact centre industry is quickly becoming common practice. Proactive contact centre managers are actively switching to gamification to save on training costs and raise the standard of customer service quality.
Alvaria WFO + Mobile App
Alvaria WFO + the mobile app integrates with Alvaria Workforce Management to enable staff to view their schedules, swap shifts and apply for leave regardless of where they are. Agents are also notified immediately of any last minute schedule changes without the workforce planning team having to send out separate emails. Keep staff engaged in the scheduling process by enabling them to bid on shifts and overtime or make changes to their schedules based on pre-configured rules.
To find out more about how you can improve agent engagement in your organisation contact us today…..
Engaged Agents
One of the primary goals of the contact centre is to achieve customer satisfaction by enhancing customer experience. At Call Design, we acknowledge that agent engagement can impact almost every aspect of the contact centre. Highly engaged employees are often more motivated and exert a positive attitude towards their work. They are also less likely to call in sick.
GET IN TOUCH IF YOU'D LIKE TO ENGAGE AND MOTIVATE YOUR STAFF
Why Choose Call Design?
At Call Design, our goal is to carefully optimise our clients’ processes and improve customer experience and engagement. As one of the leading workforce optimisation consultancies, we specialise in partnering with contact centres, back offices and retail companies to streamline processes with industry-leading technology solutions. We also provide a wide range of training courses to up-skill your staff in areas such as workforce management, quality management, performance management and back office optimisation.
