The Modern Contact Center_ Strategies to Induce Agent Engagement

1. The Modern Contact Center: Strategies to Induce Agent Engagement By Sensiple © 2020 - 2021 All Rights Reserved, No part of this document should be modified / used without prior consent. Sensiple

2. Agents play an integral role in the seamless functioning and growth of every contact center business. However, despite their crucial status, agents are often sidelined and saddled with excessive workloads. Sadly, most of us fail to realize that such undue stress on the agents would affect the overall productivity of the organization and lower customer engagement. The pandemic and the challenges it brought along have further worsened the impact. Here are a few helpful strategies to induce agent engagement and improve customer satisfaction in your contact centers: Employee-First Attitude Several contact center giants boast of incredible work culture. However, at the micro-level, they sometimes fail to pay enough attention to employee engagement. Research proves that organizations that adopted proactive measures in putting their employees ahead of business goals saw a significant increase in customer satisfaction and a decrease in employee attrition. If contact centers aim to improve customer engagement, they must ensure that their agents are motivated, compensated, and duly recognized. They need to allocate time and resources to promote the wellness of their employee pool and boost their productivity. The Right Tool Set Technology not only expedites processes but also amplifies the agent’s expertise manifold! Using the right set of tools, techniques, and technologies has facilitated many organizations to achieve higher levels of customer engagement and retention, despite their size of operations. So we highly recommend that you stay abreast of the latest innovations in the contact center field and equip your agents with the knowledge and solutions to surpass customer expectations. Investing in employee experience services can also help you stay ahead of your competitors. © 2020 - 2021 All Rights Reserved, No part of this document should be modified / used without prior consent. Sensiple

3. Empower Agents Your contact center business can progress faster when your core members are empowered. One of the best ways to empower agents is to let them take the lead in addressing issues and give them more opportunities to learn. It helps agents improve their skills and evolve along with the organization. Focusing on your in-house agents as much as you do on customer engagement solutions will surely yield optimal results. Rewards & Recognition Although this isn’t a new strategy, it is the most fail-proof one. Rewarding and recognizing the efforts of agents is a tactic with proven results. Employees tend to improve their service delivery when employers consciously notice their efforts and award them for achievements. The intrinsic value of rewards and recognition enhances the self-importance of agents and enables them to contribute positively towards organizational growth. Ensuring agent satisfaction and engagement has become the top priority of global contact center leaders to overcome agent burnout. Sensiple is a leading provider of cloud-based contact center solutions and has helped clients across industries radically improve their employee experience (EX). Click here to know more. © 2020 - 2021 All Rights Reserved, No part of this document should be modified / used without prior consent. Sensiple