It goes without saying that an engaged employee is a more productive employee. Although engagement is not wholly about the bottom line, research suggests that revenue growth amongst organisations with “above average” employee engagement is over twice that of organisations where the workforce feels disengaged.
Engagement could be defined as the emotional and functional commitment an employee has to their place of work. It is important to recognise that these two elements – function and emotion – are closely linked.
One of the key drivers behind engagement is the ability to do your job to the best of your ability. Businesses have a vital role to play in enabling this, by providing the right technology and applications and empowering employees with the tools to do their job.
Negative customer experiences are often down to agents not having access to the right information at the right time, or not being able to respond to customer enquiries in a timely manner. Choosing the right contact centre platform can go a long way to reducing these root causes of bad customer service.
Workforce Management and Optimisation
Discover the science of Workforce Management and Optimisation. Learn how to create high employee engagement using real-time measurement to gather actionable insights delivered directly to managers.
When an engagement doesn’t go as smoothly as it should, it is not only the customer that may have cause for complaint. Agents may also come away disheartened or let down by the business. If they feel the systems they rely are hampering their ability to deliver a good experience, this will demotivate them and cascade down to the customer.
Cirrus cloud contact centre solutions focus on empowering the agent to deliver the best possible experience. We make systems and processes frictionless for agents, enabling them to give their full attention to the interaction, we also empower the agent with everything they need to service the customer including an intuitive single view of the customer and comprehensive context around that customer’s interaction history.
Easy Does It
Ease of use is the single most significant factor when it comes to the adoption and advocacy of new systems. The complex nature of modern interactions means a solution must be comprehensive in terms of its functionality, but it should also be simple at the point of use.
Cirrus does this with a flexible User Interface (UI) that can be personalised to the individual agent. We remove disjointed channel silos by providing a common agent desktop that spans social media, web chat, email, SMS and telephone calls. The Cirrus solution empowers agents to manage interactions in single view effortlessly, with everything at their fingertips, it protects them and the customer with full PCI compliance, it provides them with insight to customer needs and enables them to get help when needed.
Access to accurate, real-time data is an essential tool for quality and performance monitoring and management. Agents do not want to feel as though they are a part of a one-size fits all training programme. Not only does this reduce their sense of individuality, it also fails to address their specific training needs.
Monitoring of customer interactions on an agent-specific basis allows you to identify specific training needs and tailor remedial action to suit the individual. The ability to check personal performance against KPIs can also be a motivating factor for agents, this is why Cirrus enables you to create a personalised dashboard for agents in the form of digital wallpaper.
Remember, monitoring also offers the opportunity to reward and recognise excellent behaviour.
A wider analysis of interactions can help identify areas where processes can be improved, helping agents to do the best job they can.