You should all know the importance of capturing the Voice of the Customer in the Contact Centre, (and if not, you need to download our White Paper on how to Capture the Voice of the Customer in the Contact Centre) so why not use this theory to find out how your employees are feeling too?
Your Contact Centre Agents are on the frontline of your business all day, every day, and as the face and voice of your brand they’ll have a lot to say about how things can be improved.
You should all know the importance of capturing the voice of the customer in the contact centre, and if not yo need to download this white paper, so why not sue this theory to find out how your employees are feeling too? Your contact centre agents are on the frontline of your busiess all day every day and as the face and voice of your brand they’ll have a lot to say about how things can be improved.
Capture their feedback, acknowledge them and use their comments to continually improve your Contact Centre and enhance your Employee Experience at the same time.
Capture their feedback, acknowledge them and use their comments to continually improve your contact centre and enhance your employee experience at the same time.
Another clever way to enhance your Employee Engagement is to gamify the experience.
No one wants work to be a chore, so many Contact Centres are now exploring the idea of using Gamification to make the daily lives of their Agents more exciting and engaging.
By using a solution such as our Frontline Engagement to help instil a bit of friendly competition amongst your staff and show them how they measure up against the rest of the team, you can see drastic results in terms of improving Customer Engagement.
One brand who has already adopted this method of thinking is OVO Energy; they use our Frontline Engagement Solution to keep their Agents motivated.
The solution shows how Agents are performing on a number of topics, with the Agents with the best scores being rewarded with the title of “Raver of the week”, a golden headset, luxury chair to work in, and meal vouchers to see them through lunch.
This praise is shared throughout the business to encourage Agents to continually deliver better customer service.
And the results? Take a look at what Philip Shaw, Customer Operations Director at OVO Energy said at the 2015 Utility Week Energy Customer Conference:
“Rant & Rave has helped us to revolutionise our customer service! We reduced customer complaints by 11% in the first month alone.”
Want a few more tips to try out? Check out the full list of tips in our Infographic:
