Over the last decade, in the desire to streamline performance and improve agent productivity, contact centres have turned increasingly to efficiency metrics and Workforce Optimisation.
The hard truth is that Workforce Optimisation is failing, and it's damaging the customer experience.
The very nature of contact centre work is to interact with customers: listen, sympathise, empathise, pacify, direct, guide, explain. All of these human interactions require creative and empathic thinking, and it’s a requirement that is increasing by the day.
By relying too heavily on pure efficiency metrics, agents have become disengaged, which in turn has led to low levels of motivation, absenteeism and churn.
All the above is having a detrimental effect on customer experience and your organisation's performance.
Workforce Engagement Management is the science of creating the workplace conditions so that employees can give their best each day; committed to their organisation’s goals & values, motivated to contribute to organisational success, and enjoy an enhanced sense of well-being.
In the context of the 21st-century contact centre it revolves around the introduction of the very latest operational and motivational tools that nurture a new generation of agent; engaged, informed, enthused and capable of delivering a first-class customer experience.
Far too many contact centres still rely on outdated management practices, such as spreadsheets, whiteboards, and wall boards showing ‘calls in the queue’.
It is now an inescapable requirement that contact centres introduce management and motivational tools that can nurture a new generation of employee.
At the heart of this movement will be the shift from Workforce Optimisation to Workforce Engagement Management. It’s becoming an imperative for the future health, prosperity and even the very survival of your contact centre.
"Departments above the top quartile in employee engagement, outperformed departments below the bottom quartile by 10% on customer ratings, 22% in profitability and 21% in productivity."
"By 2020, elevating employee engagement will become a key differentiator in over 20% of contact centres, up from less than 2% in 2015."
"Global employee engagement trends report based on over 1,000 organizations around the world and reiterated its prior claim that a 5% increase in employee engagement is linked to a 3% increase in revenue growth."
To fully support your workforce engagement strategies, our WEM platform supports the very latest operational and motivational tools designed to nurture a new generation of agent; engaged, informed, enthused and capable of delivering a superior customer experience.
To discover just how our WEM platform captures service feedback, supports agent action and improves the customer experience, visit our product page or request a demo.