Why shaping the agent experience should be your call center’s 2018 priority

call center team leader chatting with customer support agents about employee experience

Improving the quality of work life your call center agents experience can help enhance the customer experience.

How often do you ask your employees how they’re doing? Aside from the typical stress that call center agents face, how difficult is it for them to execute their tasks? Have you ever asked them how they feel about the company?

How’s their experience? Read More

Spotting the signs of workplace toxicity in the call center

angry woman with mad mob behind

How do you know if your call center is a toxic workplace?

There are many factors that can cause employee turnovers in the contact center. Sometimes it’s because the employees feel that there’s a lack of career advancement, or they think that the job’s monotonous, or they’ve became incredibly stressed from the intense pressure of the work environment. Sometimes, they even feel that the pay you give isn’t enough for them to stay. Working in a call center is already a stressful endeavor for employees. But maybe your workplace environment itself is what’s turning off your agents. Read More

Make your call center agents’ lives easier

excited call center agents

Your agents’ experience matters just as much as customers’ happiness.

Every contact center’s goal is to deliver an effortless consumer experience. In an ideal world, that means brief (or none at all) on-hold times, quick calls, full issue resolution, and effective customer service reps. But if agents are struggling because of disorganized internal processes, then here’s a sad news: all these are a lost cause. Read More

5 Mistakes to avoid when developing your gamification strategy

wooden toy blocks showing x

Are you sure your gamification strategy will work?

Since the start of the recent decade, call centers have been using gamification, along with other employee engagement tactics, as a way to improve the quality of work life in the call center. By inserting game elements to the work, it combines work and play, ideally making working in the contact center a bit less dreary. However, it’s not that simple at all. Read More

5 Best practices in implementing gamification for your call center

coworkers office team in meeting boardroom high five

Gamifying your call center is more than just making work more fun. It requires good intentions and effective execution.

Gamification has always been touted as a way to alleviate the persisting employee attrition issues of the call center. Ideally, it seeks to improve employee engagement by introducing gamified element to a particular task. In short, it mashes work and play. It strives to create healthy competition and camaraderie among your contact center agents. In that sense, gamification seems to be a panacea for the industry’s turnover concerns. Read More

Maximize your call center workforce through forecasting accuracy

businessman deeply contemplating in front of laptop computers

The ability to adjust your workforce accordingly is key to an efficient and effective call center.

Call centers can be tough to manage. There are some days that the workload becomes too cumbersome, such as during peak seasons; but then there are days when it can get too light and boring like during downtimes. And by predicting the volume of incoming customers calls, your workforce becomes more manageable. Read More

Increasing engagement among newly hired customer support reps

new employee in suit to his back with im new post it note

Creating an organizational culture that promotes staff engagement is a continuous process. How should call centers engage new hires and make them feel part of the team?

From the moment new agents enter your company, you need to make a good impression. Here, trainers play a crucial part, as they’re the ones responsible for onboarding fresh hires, familiarizing them with the company, and making them feel comfortable in the workplace. Read More