Introduction

Companies spend over $720 million each year on employee engagement1, and that’s projected to rise to over $1.5 billion. So why is employee engagement at a record low?

In August this year, Ofcom2 published their 2015 communications report, ‘The Communications Market 2015’ which included in its findings that the UK is now a ‘smartphone society’: record levels in the use of ‘smart devices’ has transformed the way we communicate. It is often said today that organizations need to be ‘where their customers are’ in relation to channels and devices, but what about employees in the contact center? They are your best sales team.

Today’s fast-paced society demands ever more immediate and flexible responses from their services, across a multitude of channels. To meet these needs it is essential to equip employees with the right information and resources to do their job well, whatever their preferred device – wherever they are. Communication needs to be relevant, consistent and engaging but, most of all, accessible.

This paper provides some quick tips for contact center managers on developing a multi-layered approach to internal communication with their teams and demonstrates how technology can help achieve this…..

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Enhancing Your Employee Engagement Strategy In The Contact Center. Copyright © SJS Solutions 2015, www.sjssolutions.com 

1. Deploy technology that works

Choosing technology which supports the customer experience helps create positive outcomes for both agents and customers. The easier it is for customer service agents to do a good job the more likely they are to be satisfied to stay with your organisation and the lower your training and recruitment costs will be. High quality visual communication tools are a great way to brighten up your call center environment and when used properly reduce agent stress. Agents want instant access to the information they need to answer questions the first time (FCR), after all agents want the same thing customers want; positive experiences.
Reducing agent stress has to be a priority for 2016, another great way to do this is to manage spikes in agent demand. Call-back technology such as Fonolo smooths out call volumes and soothes agent nerves thus promoting better experiences for everyone.

2. It’s OK to tell us what you think

Customer feedback has to be the single most important barometer for the success of a contact center, letting your customers know you “want” them to express themselves will already increase trust and give you more valuable feedback, but the real trick is to invest in real-time customer feedback technology. With this technology you are able to close the gap between agent and customers perceptions. For more help closing the perception gap sign up for our newsletter at the bottom of this page or contact us.
Good agents want to know how customers feel, being able to take customer feedback and feed it directly to your agents via real-time wallboards or other visual communications tools is a perfect way to empower your agents and drive loyalty.

3. Decrease call center hold-times

Call center hold-times almost always make the top 3 of most annoying things a call centre can subject customers to. The Customer Rage Study found that, “Although posting on the web about consumer problems has increased substantially, complainants still consider the telephone their primary channel for complaining by a margin of 11 to one over the internet (66% to 6%)”. Call back solutions, better communication and access to real time metrics all help reduce call hold times.

4. Reward customers for their feedback

When customers are emotional they tell us what we really need to know, how you reward customers for their feedback is really up to you but people’s time has a value and feedback from customers is worth a great deal to your organisation.

5. Empower your staff (happy agent image)

Employees are your biggest asset and they are the face of your organisation, agents moving job is all too common and as the amount of information agents need to perform their roles increases the costs associated with staff attrition is increasing. According to CCNG’s 2014 “US Contact Center Decision-Makers’ Guide (2014 – 7th edition)”, the mean average agent attrition rate remains at 27% in 2014, although the median has dropped very slightly to 19%. This masks a very wide spread of attrition rates: while 13% of respondents have attrition rates in excess of 50% per annum, and this year’s mean absence rate is a rather worrying 10.4%. With Optymyse it costs less than £100 / $150 a month to make your contact centre more engaging and dynamic.
Maintaining consistent service delivery while managing a constant flux of agents is an expensive and challenging prospect and in many cases all that’s needed is empowerment, better tools, better communication and a reason to come into work every day. White boards, flip charts and busy dashboards portray the wrong image.

6. Improve internal communications

Communication and transparency is key to employee satisfaction and performance, keeping customer feedback and other information for the eyes of supervisors and managers only is one sure way to make agents feel excluded and disempowered. Giving contact centre personnel access to the same level of information can often empower them to self-manage and in turn make them feel like they are making a real difference. Being part of your organisations long term plans is a sure way to gain agent trust and loyalty.

What is the ROI?

Three out of four (74%) consumers say they have spent more with a company because of a history of positive customer service experiences, similar to the past two years (75% in 2012; 73% in 2011)

In the past year, six-in-ten (60%) consumers intended to conduct a business transaction or make a purchase, but decided not to due to a poor service experience – a significant increase from
2012 (55%).

Source: 2014 American Express Global Customer Service Barometer

SJS Solutions are looking for a part-time Digital Marketing Assistant to work at our offices in Liscard, Merseyside.

The successful candidate must have a desire to help organisations to use SJS products to improve employee engagement, environments and internal communication through the use of dynamic visual communications solutions developed by SJS Solutions.

As well as generating an increase in interest in our Employee Engagement and Visual Communications products, the successful candidate will need experience in the following:

SEO Search Engine Optimisation

Content creation

Digital Marketing

AdWords

Google Analytics

Databases

MS Excel

MailChimp

CRM (MS Dynamics preferable)

Websites (Word Press)

Social Media

To apply send your CV plus your thoughts on how digital marketing should be used to drive increased interest in SJS products to: [email protected]

Flexible working hours.

SJS Solutions Expands Its Reach with New Data Connectors To Provide a Complete Real-Time Visual Communication Solution for Contact Centers.

Aldermaston, UK – 30 November 2015:  SJS Solutions, a global leader in visual communications products for the contact center market, has expanded it’s reach with new data connectors for Zendesk, Kayako, Cisco Unified Contact Center Express (UCCX) and Unified Contact Center Enterprise (UCCE) for the latest version of their Optymyse digital wallboard solution.

Optymyse provides a complete visual communication solution for contact centers and has the power to take any customer information and data and display it on any device in real time.  Customer data it can draw from typically includes customer feedback, ACD, CRM, agent scorecards, support ticket and call back performance and so on.

Stephen Pace, CEO of SJS Solutions Ltd, comments:  “Companies wanting to deliver a greater return on investment from their customer service teams not only need access to the right information at the right time, but, today they need to be able to view it on any device in real time. The latest version of Optymyse enables a seamless solution for companies wanting to draw any amount of customer service data from any source and display it in front of the people that need it most in the contact center.”

SJS Solutions’ Optymyse product offers a new range of data connectors plus an API that allows and unlimited amount of business intelligence, customer sentiment and customer service data to be included as part of branded screen designs capable of enhancing call centers, contact centers, helpdesk and sales environments.

SJS offers affordable pricing via SaaS or Capex pricing models, prices are available on: www.sjssolutions.com/pricing