Consider how you help agents deal with their own unique challenges. This is a win-win-win scenario. Employee turnover at call centers is the highest it’s been since the recession, currently at 30%. Both of these extremes will hurt the employee engagement. If they can make a great impression in each contact, even a slightly longer call might pay off in customer loyalty, in addition to making agents less harried. It would usually be the company party, a few too many holiday cookies and some late-night happenings that compromise employees’ wellness and energy levels. Workforce management can have a serious impact on employee engagement which, in turn, can have a serious effect on your service level and customer satisfaction scores. Whether that label is true or not, it can make attracting good employees and minimizing turnover an overwhelming job. A modern WFM solution will allow you to organize shift bidding in an easy manner. In fact, improving employee engagement was listed as one of the top 5 priorities to focus on this year by respondents to our recent Managers can encourage active breaks with some light stretching, for example, to inject some mood-improving endorphins. Verint Monet Workforce Optimization software provides a simple, powerful solution for identifying, evaluating, and improving efficiencies across contact centers and help desks. are able to pick the shift they prefer). You are looking for that sweet spot where your agents are given enough work to feel productive, but not too much to feel overwhelmed and stressed. Given the struggles many agents endured with COVID-19, the end-of-year malaise you’re seeing may be even more severe than usual. Male call center agents are perceived to be more energetic, dedicated and absorbed than female call center agents. Whether you're looking to up your workforce optimization game generally, or dive into the specifics of our solutions, we've got a library of resources to help. When the actual call volume is much more than what you predicted, your agents will be overwhelmed with calls and will not have a moment to catch their breath. If your call center needs an extra boost to hit specific metrics, or your staff’s overall productivity has hit a plateau, you’re on the right page. Food offered on site can be nutritious (or get some healthy holiday recipes to remote agents), and the employee newsletter or intranet can feature stress reduction techniques to help employees achieve some calm attention. According to a recent Gallup poll, “the bulk of employees worldwide — 63% — are ‘not engaged’, meaning they lack motivation and are less likely to invest discretionary effort in organizational goals or outcomes. Turn these habits on their head. In rough numbers, this translates into 900 million not engaged and 340 million actively disengaged workers around the globe.” These numbers indicate that problem of unengaged employee is enormous. A Positive Work Culture Maintains Employee Engagement amid Uncertainty Workforces and leaders returning to an office setting in the wake of COVID-19 are confronting significant concerns, such as the following: What will This means they are less likely to actively look for other opportunities and are less open to being recruited by friends and others who work at another contact center. The call center representatives were surprised and really appreciated the fact that the company invested so heavily in such an event because the call center representatives perceived that their employer did not care about them and their only interest in the call center representatives was "to make a sale." 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