Employee engagement has become more critical than ever. Understanding how aligned your employees are to your company is at the core of many operations. But while employee engagement is important, employee experience has become a marker of success too.
Gartner emphasizes that “engagement is an outcome of experience”, which means that focusing on a hybrid approach to employee management is critical in 2021 and beyond.
Here are a few best practices to improve experience and engagement in your contact center.
- Personalize Onboarding and Continuous Training
Contact centers are notorious for high employee churn. High turnover rates impact onboarding periods and affect the quality of training offered to new employees. Sporadic onboarding processes coupled with the evolving nature of company processes make it challenging to run a smooth training operation.
Pay close attention to the content you share with employees, ensuring it stays relevant and easily accessible. Creating personalized experiences from the onboarding process will encourage engagement and retention.
- Encourage and facilitate collaboration
“Talent wins games, but teamwork and intelligence win championships” – Michael Jordan.
Contact centers have never been a one-person job. It is a continuous team effort to provide seamless customer experiences. Technology within contact centers is crucial in this era, but without efficient processes that encourage and facilitate collaboration amongst teams, your contact center might run into employee engagement issues.
3 Automation
Time is valuable and limited. Whether an employee’s role is customer-facing or not, their time is better spent focusing on higher-value functions and interactions. Through the use of intelligent technology, tasks can be automated and streamlined.
Human asset management tools such as Smartz Human Asset Management remove the need for complicated excel files and subpar integrations.
- Performance visibility is important
You cannot fix what you do not know is broken. When employees understand their expectations and the level they are performing at, they know how to invest their time. Creating a culture of performance empowers your team to track their development within your organization.
Implementing reward programs, incentives, and other programs encourages and supports growth and development. Allowing employees to see exactly where they stand in comparison to their goals motivates them to close gaps and meet their objectives.