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Enhance your contact center performance and employee wellbeing: Introducing Community from evaluagent
In the dynamic world of customer service, contact centers play a pivotal role in delivering exceptional experiences to customers. However, the high-pressure nature of the job can sometimes lead to burnout and decreased morale among agents. This can result in a chain reaction with far-reaching consequences: impacting customer interactions, escalating agent turnover rates, and amplifying operational expenses within the contact center.
Why is employee wellbeing so crucial in the contact center?
Did you know that according to an employee survey, 40% of employees said their contact center was “unengaging and unsupportive?”
A frustrating contact center can undermine every other business process, and negatively affect the company’s bottom line. To nurture and engage a productive workforce, contact center leaders need to focus on employee wellbeing.
Employee wellbeing in contact centers significantly impacts various areas, including:
- Customer experience: Agent wellbeing directly shapes customer interactions. Stressed agents deliver subpar service, while emotionally supported agents engage effectively, leading to improved satisfaction and loyalty.
A great employee experience (EX) is key to an exceptional customer experience (CX).
- Agent retention: A demanding environment with no wellbeing initiatives can lead to high turnover. Addressing well
–being reduces turnover, saving recruitment costs and preserving team cohesion.
46% of call centers have attrition rates over the UK average – right now almost a third of agents are actively looking for a new job
- Operational efficiency: Burnout affects agent performance, leading to errors and reduced productivity. Prioritizing well
–being enhances performance, improving overall efficiency and reducing costly mistakes.
- Cost savings: High turnover and inefficiencies increase recruitment and training costs. Poor experiences lead to customer churn and revenue loss. Prioritizing wellbeing mitigates these costs, creating a stable and effective workforce.
- Company reputation: Unhappy agents impact customer perception, damaging the company’s reputation. Engaged agents enhance the brand image, influencing long-term success.
- Workplace culture: Valuing well
–being fosters a positive culture, enhancing agent connection and retention. A positive culture attracts talent, creating a cycle of excellence.
- Performance metrics: Agent wellbeing influences key metrics like call resolution and customer satisfaction. Supported agents surpass targets, contributing to overall success.
Empowering change: Enter Community from evaluagent
We are excited to announce the launch of Community, our brand-new product suite designed to increase agent engagement and ignite enthusiasm within front-line teams through three powerful features.
Suggestion Box
A virtual suggestion box that gives employees a chance to easily share their ideas and voice concerns, contributing to a culture of open communication where every voice is not only heard, but genuinely valued. The result? Employees become active participants in shaping positive change within the organization.
The added benefit of anonymity provides a secure option for expressing concerns and sharing ideas that might be uncomfortable to address in group or one-on-one discussions with senior team members.
Finally, by encouraging employees to share their ideas, the contact center as a whole benefits from the valuable insights gained by those on the frontline, talking to your customers every day.
The added benefit of anonymity provides a secure option for expressing concerns and sharing ideas that might be uncomfortable to address in group or one-on-one discussions with senior team members.
Finally, by encouraging employees to share their ideas, the contact center as a whole benefits from the valuable insights gained by those on the frontline, talking to your customers every day.
Announcements
Virtual announcements revolutionize the way management and employees communicate, offering a way to effortlessly facilitate feedback sharing and the tracking of resulting actions.
This tool bridges the gap between input and action, empowering managers to promptly address employee suggestions and ensure transparency. Now, you’ll be able to streamline top-down communication, notifying employees of crucial updates that have an impact on the contact center and ensuring everyone gets the same message.
Gamification
Evaluagent’s gamification feature revolutionizes performance enhancement, providing a powerful platform to invigorate teams by acknowledging and rewarding improvements within Quality Assurance and Coaching.
By seamlessly automating points, badges, performance boards, and auctions, this all-encompassing solution cultivates engagement, amplifies achievements, and stimulates healthy competition.
As a result, performance takes center stage, motivating teams to exceed expectations and go the extra mile. With gamification, the journey toward improved performance becomes fun, fostering a more productive and motivated workforce while substantially enhancing coaching outcomes in the contact center.
Improve your employee wellbeing today
The well–being of contact center agents holds the key to organizational triumph. Community is a catalyst for this positive transformation, reshaping contact centers into thriving environments that prioritize the mental and emotional health of agents.
By reducing burnout, addressing disengagement, and fostering motivation, this new product suite triggers a virtuous cycle that doesn’t just benefit agents, but the entire organization and customers too.
Want to see Community in action? Take a product tour today!
By Jodie Boler
Jodie is EvaluAgent’s Product Marketing Manager and takes the lead on all things Product Marketing including launching new products, communicating the product vision to the market and ensuring our products reflect the voice of the customer and continue to deliver unique value.
