Six Signs Your Contact Center Agents are Hitting the Disengaged Cliff
Research firm Gallup is famous for their work in understanding what drives employee engagement. Through their studies we learn that only 28% of employees are actually ‘engaged’; 54% are ‘not-engaged;’ and 17% are actively ‘disengaged’. While these numbers are pretty mind blowing, we can use this information to our advantage to improve the employee experience and contact center customer service.
Answer Customers' Calls - Even When the Phone's Not Ringing
For most businesses, the idea of multi-channel engagement comes to a halt with service. When customer retention is not clearly at stake, there's little drive to maintain a consistent strategy for interacting with customers -- it ends up being an ad-hoc process, splintered within the organization and carried out by different employees in different ways. Here's what I mean by this: if a business gets a phone call, it knows how to handle it. The phone works, but does your company do as well when an inquiry is made via Twitter, or Facebook, or Google +? How about when a customer DM's someone in engineering? Or when a blog somewhere calls something about your company into question? Probably not.
As our friend Pooh navigated the hundred acre wood in search of honey and the meaning of life he (and A. A. Milne) also shared some legendary wisdom. Pooh’s quotes provide a great foundation for many life lessons, I found a few that serve as reminders that the customer is the key to small business success.
A number of researchers we talked to have observed that the virtual workplace is imposing a healthy rigor on companies. By focusing on what work is being done and how it's being done, businesses are better able to assess the performance of their employees. The result is that favoritism and office politics are less likely to corrupt the selection of who receives raises, bonuses, and promotions. And laggards can be identified more quickly to receive the additional training and attention they require. But that's the upside. The downside is the difficulty of evaluating the performance of employees who can't be seen.