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Is it really a ‘tug of war’ in contact centers

Is it really a ‘tug of war’ in contact centers

The term “contact center” can still create the vision of a large open office, where people will be somewhat crowded as battery chickens with headsets in answering precise and outdated cognitive questions.

As more and more organizations adopt a customer’s approach to doing business, the agent’s role, which is at the forefront of the profitability of customers and organizations, changes with their expectations.

The latest entrants may feel like they need it – technology combined with confrontation and career progression without the need for freedom and jump jobs in the latest collaborative environments.

All of this can lead to tug-of-war, especially when operations want one thing and agents want another, situations that are bad for the contact center and bad for the business.

Three Secrets to Turn on the Tug in a Mind Meeting

An agent can be a gateway to a customer. But it is a good source of information from an operational standpoint. Contact center leaders need to be taken into account to get a real seminar that combines business needs with employee engagement. Here are three ways to guide you in the right direction:

Talk – do an annual employee survey and take action on the results, both good and bad. Provide weekly drop-ins for agents and invite planning teams to join.

Focus on hot topics important to agents and share your own to foster interactive and creative interactions. Why not develop a focus group where agents can communicate the pain of their customers and share their learning with other parts of the business to help increase self-esteem and contact center presence.

Keep things clear and transparent – Processes should be clear, transparent, and complemented with easy documentation. The same is true for learning: effectively communicate individual and team goals and develop meaningful career paths that highlight the full potential of agents and spark all contact centers.

Keep employees happy – remember that your representative is your customer and needs to be there. Everyone wants to get involved, so create a work environment where agents feel part of everything from the company’s mission to teammates and the customers they serve.

Get their feedback to make important decisions. Having a representative available makes it much easier to encourage cultural change and introduce new ways of working.

Take care of everything else

Adopting new technologies can be a threat to users, but WFM should be seen as a powerful tool that enables collaboration, action, and results. Instead of seeing it as a controllable “big brother” phenomenon, let technology be a part of the mind meeting!

Five ways to use WFM

Extend Scheduling Through Agent Volunteering – Allow agents to record the changes they need for the upcoming period. Having a “Meetings of Minds” approach creates a culture that will allow them to focus on their needs. To lay the foundation for the agent’s self-service process.

Understand what works for them and what does not. Some people like to start late and work later, while others prefer to be early or to split the shift. Using self-service at their desks or via mobile devices, agents are given the power to control their own schedules, choose breaks and request lunches, shift shifts, and stop times with immediate manager feedback .

Reduce Stress – There is nothing worse than overwork and stress to keep employees on the slope. Add the latest forecasting technology to optimize your contact center for the future.

The use of the scenario series “what if” helps the anticipated employee for regular seasonal fluctuations such as public holidays or new marketing campaigns. Various staffing methods can be used to reduce “what if” stress! Enhance agent self-service capabilities with flexible part-time agent groups that fill gaps whenever necessary.

The forecast also provides the analytical evidence needed to work with external agencies to supplement their in-house resources during busy times, avoiding unnecessary employee expenses during the peak hours. Two-way collaboration with cool double effect!

Fuel the learning program. First, use WFM to schedule interactive offline activities such as HDMle, weekly, and feedback sessions that allow agents to disseminate key issues and discuss solutions as it is possible with agent skills, knowledge, and today’s WFM uses a virtual library of qualifications offered by the solution, summarizing capabilities that are missing and creates a customized training program to challenge and complement agents while assisting with requirements is.

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