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.
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.