LOW EMPLOYEE ENGAGEMENT IS LIKE A STORM THAT CAN HIT A WORKPLACE HARD ... IT CAN DRAG DOWN THE WHOLE TEAM AND THE ORGANIZATION ...
COACH ' S CORNER
ILLUSTRATION PROVIDED BY ADOBE STOCK
ENSURING
EMPLOYEE ENGAGEMENT HOW TO REINFORCE YOUR AGENTS ’ LINKS TO YOUR BRAND AND CUSTOMERS . BY MARK PEREIRA
Maintaining high levels of employee engagement is crucial in the high-pressure world of call and contact centers . Engaged agents are more productive and more likely to provide exceptional customer service , directly impacting your brand ' s reputation .
However , did you hear about the Gallup study for the first quarter of 2024 , which found that employee engagement levels dropped to 30 %, the lowest reported level since 2013 ?
Low employee engagement is like a storm that can hit a workplace hard . It ' s not just about people feeling down ; it can drag down the whole team and the organization if they ' re not connected to
14 CONTACT CENTER PIPELINE your brand and simultaneously to your customers .
First off , productivity takes a hit . It ' s like trying to run on a rainy day with soggy shoes .
Then there ' s the turnover trouble . Folks start eyeing the exit : and that ' s a cost and knowledge drain for the center .
Finally , the level of customer service offered to your customers takes a hit . When agents don ' t feel like taking calls , they do the bare minimum to get by or look for every opportunity not to help customers : and the customer feels the vibe .
So , why should we care about employee engagement ? Usually , call and contact centers are revolving doors where agents come in with a full-charge battery and eventually leave burnt out , repelled to do jobs such as vampires to garlic .
LOW EMPLOYEE ENGAGEMENT IS LIKE A STORM THAT CAN HIT A WORKPLACE HARD ... IT CAN DRAG DOWN THE WHOLE TEAM AND THE ORGANIZATION ...