QM Kick Start BONUS: Agent Engagement


As a quick bonus to this series, let’s take a slight diversion into agent engagement. Certainly a buzz word around every industry, but what should it mean to you?

A recent poll by Gallup shows that 87% of workers are “not engaged” or “actively disengaged” and are emotionally disconnected from their workplaces and less likely to be productive. Actively disengaged employees continue to outnumber engaged employees by nearly 2-to-1 — implying that at the global level, work is more often a source of frustration than one of fulfillment. the role of..

How can you improve this situation in your business? Go back to the coaching blog and ensure you have a solid coaching process in place to make performance metrics visible and actionable, instead of hidden and hopeless. Gamification, or some variant of it, can also dramatically affect attitudes of workers in general and contact center agents specifically. Creating healthy competition brings out strong performance in all of us, and conspicuously displaying quality scores will make a marked difference in the attitudes of your agents. Using team quality scores is especially effective in building a sense of teamwork toward a common goal, since it is the collective score that is being judged against other teams. If you can create an environment of healthy competition, you will see increased employee focus, higher productivity, and reduced attrition.

Next up is analytics.

Christina Cowell

Chrissy is the Sr. Manager for WFO Product Management at Aspect, has been in the contact center industry for over 16 years, and has worked with various quality management platforms across her career. Previously she managed corporate quality, compliance, and reporting for one of the largest BPO’s. In her role, she created and implemented corporate processes surrounding quality and compliance, and worked with global teams to maintain governance. She also managed the collection and insurance licensing business. Previously, Christina held a variety of roles, including account director, client servicing, consultant, marketing manager, and quality manager.

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