Since the contact center agent is the face and voice that often defines a company in the eyes of existing and potential customers, workforce recruiting must focus on identifying vital traits, skills, and abilities in individuals. But even when those who meet the highest qualifications are put in place, they must be trained, continuously coached, and kept actively engaged to be successful.
Companies which can recruit and retain qualified and motivated front-line personnel are positioned to operate more efficiently while building customer loyalty. According to a McKinsey report, “Failure to keep talented employees can have significant repercussions… attrition can erode customer satisfaction while increasing operating costs. Each new agent hire is estimated to cost the contact center $10,000 to $20,000 in training, direct recruiting costs, and lost productivity during ramp up.”
Taking every step to keep top performers onboard is now more critical than ever. Although many consumers have become comfortable with online self-service tools, once they decide to call into the contact center the issues are almost always more complicated to resolve. Since people are already frustrated at being unable to find answers on other channels, they are on edge from the moment when an agent picks up the call.
This dilemma has only grown more acute during a crisis in which many customers are already panicked. According to a recent blog on CrmXchange by Uniphore, 60% of consumers said they were given different or conflicting information on current conditions from the news, leaving more questions than answers. Adding more fuel to the fire is that customers are often faced with longer wait times as companies adapt to a new wave of work-at-home agents. Nearly 40% who were put on hold with a company after calling about crisis-related issues stated that they were annoyed or frustrated.
Further McKinsey research suggests a need for companies to take a proactive stance when interacting with their contact-center employees by focusing on engagement and finding ways to increase their comfort and happiness wherever they are working. They found a startling difference in outcomes. Engaged and satisfied call-center employees are:
- 8.5x more likely to stay than leave within a year
- 4x more likely to stay than dissatisfied colleagues
- 16x more likely to refer friends to their company
- 3.3x more likely to feel extremely empowered to resolve customer issues
So how does a company ensure that these valuable assets are happier and more productive? Actions in three areas can have a major impact– targeted coaching, employment of updated training techniques and applying proven strategies to enhance employee engagement —and they are available for all contact centers to take.
A focused educational alternative now makes it possible for a business’s entire workforce planning team to benefit from the latest innovative thinking without ever having to take so much as a step away from their home offices.
CrmXchange is presenting a premier online virtual conference: Techniques for Training, Coaching and Employee Engagement, to be held from June 15-19. The event is being produced in conjunction with the Quality Assurance and Training Connection, (QATC), a membership association created specifically for quality assurance and training professionals in the contact center environment.
The web conference is structured to benefit contact center leaders at all levels – supervisors, managers, directors, and VPS. The fully interactive event enables attendees to meet with industry experts and colleagues who will answer questions in real time while providing updated strategies and techniques. The schedule is designed to provide direction to meet the changing needs of businesses transitioning to a greater percentage of work-at-home agents but will also provide guidance for companies still maintaining on-premise employees.
Among the topics to be covered in-depth are:
- Learning how to work in a remote world
- Best methods for coaching and training remote and on-premise agents
- How to optimize agent performance in the new reality
- Developing an effective instructor competency program
The event will kick off on Monday, June 15 with a focused keynote address entitled “Do Better Work – Finding Clarity and Camaraderie in a Remote World.” It will be presented by Max Yoder, CEO and Co-Founder, Lessonly who will offer stories of the best ways for businesses to navigate the path to working from home, providing specific examples of how to foster understanding, accountability, and progress from disparate teams.
Other areas to be explored in this targeted, complimentary virtual conference include:
- How to Foster Agent Engagement and Human Connection Through Coaching Your Remote Contact Center Team in a Post-Pandemic World
- Nurturing Employees to Become Ambassadors and High Performers
- Agent Coaching and Engagement for Remote Service Excellence
- Creating a Solid Gamification Strategy to Engage Employees Near and Far
In addition to the educational sessions, attendees can visit the booths of leading suppliers in the online exhibit hall. They can then download white papers, videos, product data sheets and other vital content from leading solution providers and organizations such as CallMiner, NICE inContact, Calabrio, NICE, Lessonly, C3 Software and Sharpen.
Register now at no cost for the complete four-day event: there is no limit on how many people a company can sign up. For those who cannot attend the live presentations or have the time to visit the exhibits during the event, links to all sessions and the exhibit hall will remain open for one full week after the event is completed.