Employee Engagement in the Contact Centre is a notorious issue, and one that a lot of organisations don’t consider a priority. However, what if I told you it’s actually a lot easier than you think to keep your frontline Agents engaged with your brand?
Here are two really simple ideas that can help you to make sure your Agents are engaged and Raving about working for you
Keep them in the know
One of the most common pet peeves amongst Contact Centre Employees is feeling like they’re being kept out of the loop by Head Office and Management. But it’s easy to keep your staff informed and engaged.
Whether you’ve got a big announcement, an upcoming competition, or need to let them know the details of a recent incident, a Proactive Communication solution is all you need to enable you to give your Agents all the information in real-time.
Share praise
We all love a pat on the back just to say job well done, and it’s even better when it comes from the people we’re doing it for, the customers. Make sure that you share both the positive and the negative feedback with your teams, that way they can see where their strengths lie and any areas they may need to improve on!
A nice example of this is HomeServe. When HomeServe and Rant & Rave kicked off their partnership, they hosted an on-site launch day to help get all of their Agents behind the Fast Feedback solution.
As a reward for their hard work and an incentive to keep them engaged, prizes were given away to the Agents who received the best customer feedback! The best feedback was shared with the entire team to encourage everyone to offer the same high standard of service to all customers.
“This new service is an exciting development for the company and marks our continued commitment to listen to the feedback offered by customers.” Greg Reed, Chief Marketing Officer.
Both tips outlined above are so simple to implement, but so effective in encouraging Employee Engagement. Try them out and let us know how they worked for you.
Want a few more tips to try out? Check out the full list of tips in our Infographic:
