After decades in leading call centre operations and customer experience management, the EvaluAgent team set out to address the challenge of keeping staff motivated, and delivering great customer experience.
We arrived at a simple solution: Workforce Engagement.
Call centres came into being to drive down the cost of customer service, and as demand for them continued to grow, call centres implemented processes to increase efficiency.
Workforce Management solutions were introduced to make it possible to meet demand through scheduling staff and managing workloads.
To deal with the complexity of multichannel interactions and changing customer expectations. Workforce Optimisation was introduced as a new solution to new problems, but created even bigger ones.
Workforce Optimisation leads to a scientific approach to management that easily forgets the human element of call centre interactions.
Today, call centres are efficiency-obsessed, factory-like, and typically neglect the one thing that they were designed to address - the customer experience.
We think efficiency is great, but not at the expense of employee morale. What’s important is an engaged and motivated workforce, not an optimised one.
EvaluAgent Workforce Engagement balances cost and efficiency with the needs of your customers and wellbeing of your staff. Here’s how it works:
Make employees happier and more motivated
Use game mechanics to drive employee engagement and performance through reward and recognition in a fair and transparent way.
Make employees better at delivering great customer experience
Call center quality managemant; measure and improve the service that employees deliver, and highlight opportunities for learning and development.
Ensure customers are getting a great customer experience
Call center management software that wllows the capture actionable insight across all contact channels to build an accurate picture of the customer experience.