Knowledge is power, as the old saying goes, and that's certainly true when it comes to workforce management and employee engagement. You probably already use a few tools to manage the human assets in your business; still, you might have questions about how consolidating your workforce management tools can save you a headache -- and money!
5 Employee Engagement Tools You Should Be Using in Your Call Center
1. REAL-TIME DATA FEEDBACK-I already use workforce management software to track hours and performance quality. Why do I need anything else?
Call center agents also need to see their performance rating in real-time.When employees are part of the interface, they see where they need to improve while they have time to fix performance issues. That's better than being blind-sided during a quarterly or annual review.
Coaching forms are often seen by employees in a negative light but that's because they do not see where the company uses their answers to improve their working lives. If you use your coaching and survey forms to improve employee lives on the front line, they will happily give you feedback and feel empowered.
5. REWARDS/RECOGNITION: We have experienced staff losses to other customer service employers that provide bigger monetary rewards. I don't see how workforce management software would help us retain good people.
What a great point. People work for various reasons but most of us work for some kind of reward. And, surprisingly, not always monetary. Employees want to feel appreciated. They want some kind of acknowledgment that they are doing a good job and that the organization knows how important they are to the organization's success and recognition for their hard work. If your business can't reward in a big monetary way, you can still accomplish a similar "job well done" concept with a workforce management system that contains a reward and recognition feature. Our system provides digital badges and a social community wall to help you motivate your team leaders and your agents with peer-to-peer recognition, not just gift cards. You can create bonus points and badges that signify to everyone on the team: "We appreciate you and your efforts."
Workforce optimization and is a priority. It is more than tracking hours and staffing and performance; it includes managing operations and managing customer expectations and improving customer experience. The concept incorporates employee training, but also coaching team leaders to become great. And the concept incorporates reward and recognition components to retain those motivated and happy employees. You want them to stay with you to satisfy your customers.
To read more about workforce management, please visit Lisa Dissellkamp's article entitled "Workforce Management: It Takes Time and Effort."
To talk more about workforce optimization management, or to inquire about PlayVox's employee engagement platform for call centers, please contact us. We will happily show you how PlayVox packages quality, performance, training, coaching, rewards and team communication together in one, consolidated place.