Agent Engagement

As the world becomes increasingly connected, remote working continues to be extremely popular and for contact centres this can offer significant advantages.

The expectations of customer service experience have amplified making it important for managers to adopt new engagement techniques.

High-quality professional customer support is crucial to building lasting customer relationships. Contact centres represent the voice of many organisations, existing as the first point of contact for customers engaging with your organisation.

There is no better gauge as to the importance of customer experience when engaging with a brand’s contact centre than the millions of social media complaints that consumers have about their experience.

If you’re a manager within a sizable workforce, you’ve likely heard of gamification. This new type of technology has completely revolutionised the way training and management is conducted throughout the professional careers of your agents.

As the integration between human and technology becomes increasingly more unified and the bottom-line efficiency evolves by the day, it's essential to understand where and how this has happened.

The ability to evaluate the effectiveness of your workforce management solution can drastically improve the performance of your contact centre.

IVR’s…love them or hate them, they are an almost ubiquitous part of the contact centre industry and have been around for a very long time. In fact, according to Wikipedia, the first commercial IVR system was built to perform order entry and inventory control back in 1973, although the technology was certainly in its infancy, and considered expensive and difficult to implement.

Since the beginning of 2020 and the inception of COVID-19, contact centers have had to make adjustments as to the way we work and employees' daily lives. This shift in the workplace proved to be specifically challenging for contact centers and help desks. Agents were used to being in an office and not working virtually. The change to in-person and effectively assisting customers had to take place quickly and efficiently. On any given day, agents might experience more extended workdays due to higher call volume, handling of complicated subjects, and customer complaints, and aggravation.

Turnover is a major concern in many contact centres. Between the monotonous daily routine and the work environment, many agents experience exhaustion and may choose to look elsewhere for work. However, if you can trial new and different ways to coach and motivate agents so that they enjoy their work more, then they are more likely to stay with the organisation.