Published: May 28, 2019 | Comments
Improving employee engagement and empowerment is a top priority for centers
in 2019, according to a recent Contact Center Pipeline survey. Center
leaders know that employee engagement and lack thereof is directly
correlated to workforce productivity, attrition rates, and financial
returns. However, the very nature of today’s contact center landscape
presents challenges when working in new agent engagement initiatives.
Without making a change, the success and growth of their centers are at
Contact center automation arms center leaders with the tools necessary to
improve agent satisfaction and performance. Here are four ways automation
can help increase agent engagement in your center.
20% of turnover happens within the first 45 days of employment
Onboarding is a critical stage of agent development. You can use contact
center automation to deliver targeted training based on employee nesting
periods. You can create rules to send training more frequently to agents in
the first 30 days and gradually taper off as they transition through each
period. The types of content, communication, and training can also be
customized during each 30-day transition period. Using automation to
deliver the training also helps agents become acclimated to how
communications and training will be delivered while learning how to handle
Another point to consider during the onboarding process is to clearly
explain why the information presented is beneficial to the organization, their team, customers and the
Agents will be more engaged and
committed to learning
when they understand the reason why. When using contact center automation,
you can ensure training sessions are delivered regularly and consistently include an explanation of the value.
18.7% of managers believe limited growth potential is the leading cause
of agent turnover
You can show agents a clear career path. When
leveraging automation to consistently coach and train agents, you have
to show agents how they can grow within your company. The time saved by
leveraging idle time for training means agents can complete the core
training needed to help them perform well at their jobs. You can also
include career coaching and self-study sessions where they can learn about
other departments. This helps agents build their skill set and sets them up
for success as they move forward in their careers – potentially within your
40% of Americans would put more effort into their jobs if they received
recognition more often
Contact center automation offers new innovative ways to recognize agents.
For example, you can show high performers that you value their dedication
by delivering a
- when center conditions allow. Since this break is delivered during
available time, it does not impact shrinkage, and the value to the agent is
truly priceless. Employees like to be recognized for their hard work. With
this simple act of appreciation, you easily boost productivity and morale.
You can also deliver communications to the entire team that calls out top
achievers based on metrics such as first call resolution (FCR), average
speed of answer (ASA), customer satisfaction scores, etc. This is a great
way to show employees you recognize their efforts and value their
contribution to the company.
34% of agents want a more flexible working environment
Schedule control, flexibility, and simplicity are all important to today’s
workforce. You can provide your agents with the flexibility they want and
deserve with a mobile app that allows for easier communication. Agents can
use the app to request schedule adjustments, time off, accept overtime
offers as well as communicate with the supervisors and workforce management
team. For example, if an agent has a flat tire, they can use the app to
quickly send a message that they will be late. There’s no longer a need for
back and forth emails and phone calls.
Oftentimes, workforce managers are manually making staffing adjustments as
volume fluctuates. This can be inefficient, time consuming and lead to
missed opportunities to send agents home early. Contact center automation
monitors conditions in real time and delivers VTO/VOT offers directly to
agents. The burden is lifted off workforce managers and agents receive
early release or overtime offers when volume allows.
Automation can also help agents stay on schedule and improve key
performance metrics. Many enterprise contact centers are using automation
to improve agent engagement, increase productivity, reduce turnover and
achieve greater financial returns. The result is greater overall success
throughout the entire organization and a return on investment that has far
outweighed other investments.
Photo via bernardbodo (adobestock)
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