Learn how to implement employee management tactics in the contact centre by exploring related blogs.
When managed poorly, contact centres can be soul-sucking environments that employees dread coming to and customers dread calling. But when managed in such a way to maximize the levels of agent motivation, the environment of the contact centre can be one of optimism and high performance.
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We really can’t say it enough: a happy employee is a productive employee.
According to a 2012 Net Impact report, 88 percent of employees believe that having a positive atmosphere in the workplace is crucial. And with global concerns for employee happiness on the rise, employers should be more concerned than ever about creating a positive culture in the workplace to hold onto their workers, who can jump ship for more appealing offers at any time. In fact, the Conference Board of Canada reports that national voluntary employee turnover rates are on the rise, increasing from 6.1 percent to 7.3 percent from 2010 to 2013. Read more →
Burnout in the contact centre can be destructive to agent productivity, the contact centre culture and overall quality of customer service.
With phones ringing off the hook, disgruntled customers and the high level of responsibility for customer satisfaction, it should come as no surprise that contact centres are environments of notoriously high tensions. Read more →
According to a 2013 HayGroup report, 43 percent of employees do not feel motivated to outperform what is asked of them at work. While this doesn’t necessarily equate with burnout, a lack of motivation can lead to employee burnout if it continues unaddressed. ‘Burnout’ has become a common, even colloquial term among tired, overwhelmed or apathetic individuals. In fact, the expression “I’m burnt out” typically goes hand in hand with “I need a vacation.” But is burnout something that can be quantified, or is it more of a loose expression? Read more →